Operational Service Manager

The Operational Service Manager is responsible for the operational leadership, performance and day-to-day management of PC24, a co-located urgent care service within the Emergency Department at King's Mill Hospital, Mansfield Road, Sutton-in-Ashfield, NG17 4JL

• Operational Performance, Patient Flow and Service Delivery
• Achievement of Key Performance Indicators and4-Hour Standard Contributions
• Workforce Leadership and Management
• Strategic Development and Service Improvement
• Patient Safety, Quality and Experience
• Operational Governance and Risk Management
• Financial and Resource Management

NEMS Community Benefit Services is a high quality, high performing not-for-profit organisation which delivers integrated urgent care and urgent primary care services to over 1 million patients.

Responsive, adaptive and continually evolving, we have a reputation for delivering locally tailored, safe, effective and cost-efficient services as well as high levels of patient satisfaction.

We are committed to investing in our people and have an established programme of learning and development.

NEMS currently operates three main services:

• Integrated Urgent Care across Nottinghamshire, serving a patient population of over 1 million. This includes home visiting, remote consultation and clinical assessment services
• Urgent Primary Care provision located within the Accident and Emergency Department at Queens Medical Centre in Nottingham
• A 24-hour walk-in urgent care primary service adjacent to Kings Mill Hospial Emergency Department in Mansfield, Nottinghamshire.

NEMS is committed to NHS Values (as set out in the NHS Constitution in March 2023)

Reporting to the Head of Service for Urgent Care, the postholder will be accountable for ensuring the safe, effective and efficient delivery of PC24 services. A key focus of the role will be optimisng patient flow through the co-located urgent care service, supporting timely patient assessment, treatment and discharge, and contributing to the achievement of local and national urgent and emergency care performance standards, including the Emergency Department 4-hour standard.

The postholder will work closely with the Head of Clinical Delivery (PC24) and Deputy Medical Director to ensure operational, clinical and medical priorities are aligned, supporting the delivery of safe, high-quality patient care, service performance and continuous improvement.

The role will provide leadership across operational performance, workforce management, governance, patient experience, service development and partnership working. The postholder will work collaboratively with Emergency Department colleagues, Acute Trust teams and wider system partners to support effective patient flow, maximise urgent care utilisation and improve patient outcomes.

For applicants who get through to the interview stage. The date we are considering at the moment is week commencing 7th December 2026.

Internal:

• Director/ Deputy Director of Operations
• Head of Service for Urgent Care
• Head of Clinical Delivery PC24
• Deputy Medical Director
• Operational Management Team
• Clinical Management Team
• Sessional GP Workforce
• Clinical Workforce
• Operational Workforce
• External:
• ICB
• Acute Trusts
• System Partners

• Lead the operational management of PC24, ensuring the service is delivered safely, efficiently and in line with contractual, organisational and regulatory requirements.
• Ensure effective patient flow through the service, supporting timely assessment, treatment and discharge.
• Monitor, analyse and actively manage service performance against agreed key performance indicators, quality standards and patient experience measures.
• Produce and present operational performance reports and service updates for senior leaders, contributing operational expertise to business cases and service development proposals.
• Drive continuous improvement in operational performance, implementing and monitoring recovery and improvement plans where required.
• Ensure delivery of contractual requirements and service specifications, monitoring performance against agreed standards and escalating risks, concerns or breaches as appropriate.
• Contribute to the achievement of local and national urgent and emergency care performance standards, including supporting delivery of the Emergency Department 4-hour standard.
• Provide visible operational leadership during periods of service pressure, ensuring…