Emergency Services Centre Team Manager

Ipswich Borough Council; United States; Hybrid; USD 73,000 - 99,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Annual leave

Sick pay

Swimming membership

Parking discounts

Transport discounts

Cycle purchase

Employee assistance

Learning & development

Community impact

Job summary

Ipswich Borough Council is seeking a Service Manager for the 24/7 Emergency Services Centre, including CCTV, Out of Hours and HEARS. You will provide strategic leadership, manage three Team Leaders, and ensure round-the-clock, high-quality services with an emphasis on performance and continuous improvement.

The role requires collaboration with Police, health partners and adult social care, with a mix of office and home working from Grafton House, Ipswich. Evening and on-call duties are included.

Qualifications

• Significant management experience in community safety, emergency response, or fast-paced operational environments.
• Proven track record of leading high-performing teams.
• Experience managing budgets, resources and workforce planning.

Responsibilities

• Provide strategic and operational leadership for the Emergency Services Centre.
• Lead Team Leaders across CCTV, Out of Hours and HEARS.
• Ensure 24/7, high-quality, customer-focused services.
• Drive performance, efficiency and continuous service improvement.
• Manage service budgets and resources for value for money.

Skills

Leadership

Stakeholder mgmt

Budget mgmt

Performance mgmt

Communication

Decision making

Collaborative working

Job description

As Service Manager - Emergency Services Centre, you will provide leadership and strategic direction across our 24/7 Emergency Services Centre, which includes CCTV, Out of Hours and the Home Emergency Alarm Response Service (HEARS). These services play a vital role in safeguarding vulnerable residents, supporting emergency services, protecting communities and ensuring the smooth operation of key council services around the clock.

We're looking for an inspirational leader who can combine strong operational management with strategic thinking, partnership working and a passion for delivering excellent customer outcomes. Reporting to the Head of Service, you will lead a highly dedicated team, drive service improvement, oversee budgets and resources, and help shape the future direction of emergency and community safety services at a time of significant change and opportunity.

What You Will Be Doing

As Service Manager, you will:

• Provide strategic and operational leadership for the Emergency Services Centre.
• Lead and develop three Team Leaders and their teams across CCTV, Out of Hours and HEARS.
• Ensure high-quality, customer-focused services are delivered 24 hours a day, 365 days a year.
• Drive performance, efficiency and continuous service improvement.
• Manage service budgets and resources, ensuring value for money and effective use of public funds.
• Develop workforce plans, succession planning and staff development initiatives to build a highly skilled and resilient service.
• Lead on operational resilience, emergency preparedness and business continuity arrangements.
• Build strong relationships with key partners including Police, My Local Bobby, Adult Social Care, health organisations and other public sector agencies.
• Use data, insight and performance information to inform decision-making and improve outcomes.
• Represent the Council at partnership meetings, boards and regional forums.
• Deputise for the Head of Service when required.

The successful candidate will be based primarily at Grafton House, Ipswich, with some opportunity for home working. The role requires occasional attendance at evening meetings and participation in an out-of-hours standby management rota (approximately one week in five).

If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place.

Interview process

Candidates will be invited to attend a face-to-face interview and deliver a presentation to the selection panel.

Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications

Make a difference. Lead critical services. Help keep Ipswich safe, connected and supported.

You will be an experienced leader with the ability to inspire teams, build partnerships and successfully manage complex operational services.

You will bring:

• Significant management experience within a community safety, emergency response, control room, telecare, enforcement, customer operations or similarly fast-paced operational environment.
• A proven track record of leading and developing high-performing teams.
• Experience of managing budgets, resources and workforce planning.
• Strong experience of performance management, service improvement and delivering organisational outcomes.
• Excellent communication, influencing and stakeholder management skills.
• The ability to make sound decisions and provide calm leadership during incidents and periods of pressure.
• Experience of working collaboratively across organisational boundaries to achieve shared objectives.
• A commitment to continuous improvement, customer service excellence and staff development.

Most importantly, you'll be a visible and engaging leader who can balance day-to-day operational demands with longer-term strategic priorities.

This is an opportunity to lead services that have a direct impact on the lives of residents across Ipswich every day. At Ipswich Borough Council, you'll be part of an organisation that values innovation, collaboration and public service. We are committed to supporting our people and creating an environment where individuals can thrive and develop.

In return we offer:

• Competitive salary.
• Generous Local Government Pension Scheme.
• Hybrid and flexible working arrangements.
• Generous annual leave entitlement.
• Occupational sick pay scheme.
• Free swimming membership.
• Subsidised parking and public transport discounts.
• Cycle purchase scheme.
• Employee Assistance Programme.
• Ongoing learning and development opportunities.
• The opportunity to work with committed colleagues who make a genuine difference to the community.