Service Delivery Manager in Crawley

SECAmb Emergency Contact Centres (Medway or Crawley) are seeking passionate, forward-thinking professionals from both SECAmb and the wider health sector to join our team as Service Delivery Managers.

Shape the Future of Patient Care

This is a unique opportunity to step into a senior management role with real authority and impact. As a Service Delivery Manager, you will be at the heart of our operational leadership, making real-time decisions, directing resources, and collaborating across clinical, operational, and specialist teams to ensure the highest standards of patient care and service performance.

Main duties of the job

• 24/7 Leadership: Hold accountability for the effective delivery of services, ensuring the Trust runs smoothly every day.
• Operational Authority: Exercise delegated authority to make critical decisions, reprioritise resources, and respond to major incidents.
• Collaboration: Work closely with colleagues across Field Operations, Contact Centres, and Specialist Operations, as well as external partners in acute NHS Trusts, police, and fire services.
• Continuous Improvement: Horizon scan for future service needs, develop and implement improvement plans, and drive innovation in patient care.
• No Direct Line Management: Instead, you will hold the authority to act and instruct across teams, influencing performance and patient flow at every level.

We welcome applications from registered clinicians (HCPC Paramedics, NMC Registered Nurses, or equivalent) with a passion for operational excellence.

Why Join SECAmb?

• Create and Shape the Role: This is a new position; your expertise and vision will help define how we deliver care for years to come.
• Option to join NHS pension scheme.
• A minimum of 27 days' holiday each year, increasing after 5 years' service.
• Personal and professional development and training opportunities.
• Salary Sacrifice schemes for cars or push bikes.
• Access to occupational health and counselling services.
• Access to NHS discounts, offering NHS employees a range of money-saving deals.

Job responsibilities

If you are ready to make a difference and help us deliver high-quality patient care, we want to hear from you! Apply now and become part of a team where your leadership will shape the future of ambulance services.

For further details or an informal conversation, please contact Andy Rowe, Divisional Director of Operations or Simon Clarke, Head of Operations Integrated Care.

Please Note: Colleagues who recently interviewed for Band 8a positions as part of the restructure and were not appointable are not eligible to apply for these posts.

Person Specification

Qualifications/Training:

• Registered HCPC Paramedic, NMC Registered Nurse, or other recognised registered clinician.
• Evidence of continued professional development.
• Relevant postgraduate qualification in healthcare or operational management (e.g. MSc, MBA).
• Incident Command or Major Incident Management training.

Knowledge:

• In-depth understanding of NHS ambulance service operations and ARP standards.
• Working knowledge of Clinical Safety Plans, Major Incident Plans, and Business Continuity Plans.
• Familiarity with operational flow, hospital handovers, and system pressure escalation protocols.
• Knowledge of NHS performance frameworks and integrated care systems.
• Awareness of equality, diversity, and inclusion principles in healthcare.

Experience:

• Experience in managing performance, patient flow, and service escalation.
• Experience in producing operational reports and communicating with senior leadership.
• Experience working across multi-agency environments (e.g. NHS, police, fire services).
• Previous experience in a 24/7 operational role or emergency control centre.

Skills:

• Excellent communication and negotiation skills, including in high-pressure or contentious environments.
• Ability to dynamically prioritise and allocate resources.
• Skills in coaching or mentoring operational staff.

Personal Qualities:

• Resilient and calm under pressure.
• Compassionate, courageous, and acts with integrity.
• Full UK driving license.
• Willingness to work flexibly across sites and during major incidents.
• Innovative and forward-thinking.
• Collaborative and inclusive leadership style.

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£55,690 to £62,682 a year + USH and On-Call Allowance.