Service Delivery Manager

Service Delivery Manager – Dispatch, Planning & Coordination

Join North West Ambulance Service to provide strategic and operational leadership for our Dispatch, Planning & Coordination service within the Integrated Contact Centres (ICC). The Service Delivery Manager will guide multiple operational managers across sites, ensuring our services remain safe, effective and responsive to urgent and emergency care demands.

• Lead operational managers across multiple sites to drive service improvement while maintaining focus on patient safety and staff wellbeing.
• Shape the future of Dispatch & Planning through service transformation, workforce planning, operational resilience and continuous improvement.
• Use operational intelligence, performance data and system insight to identify opportunities for improvement, support recovery and contribute to strategic planning, transformation programmes and organisational change.
• Lead a team of Duty Dispatch Leads and Area Dispatch Leads, fostering a positive, inclusive culture where people feel supported, empowered and accountable.
• Provide day‑to‑day operational oversight and senior operational leadership for performance, workforce planning and service resilience.
• Deputise for the Head of Dispatch, Planning & Coordination and represent the service internally and externally, building strong relationships with operational partners.

Requires an experienced leader comfortable making decisions in a fast‑paced operational environment, balancing competing priorities while focusing relentlessly on patient safety, staff wellbeing and service performance.