ICC Service Development & Business Support Manager

Are you ready to make a real difference in healthcare delivery? NWAS is thrilled to offer an exciting opportunity for a passionate and innovative professional to join our Service Development Team working across the Integrated Contact Centres (ICCs).

About the Role: As Service Development & Business Support Manager, you will play a pivotal role in driving positive change and enhancing service experiences for both patients and staff. This is your chance to lead impactful projects from conception through to successful completion, working in a collaborative environment that values your ideas and leadership.

What’s in it for you?

• Impactful Work: Help shape the future of our contact centres, improving how services are delivered and experienced.
• Leadership Opportunities: Lead diverse project streams, influencing organisational change and service excellence.
• Collaborative Environment: Work alongside a passionate team committed to innovation and continuous improvement.
• Professional Growth: Develop your skills in project management, stakeholder engagement, and strategic planning within a forward-thinking organisation.

ICC Senior Service Development & Business Support Manager

Main duties:

• Lead and manage multiple service development projects aligned with NWAS’s strategic goals.
• Engage effectively with stakeholders at all levels, both internally and externally, demonstrating your communication skills and political astuteness.
• Identify new opportunities for service improvement by gaining a comprehensive understanding of ICC operations
• Be at the forefront of organisational change, making a real difference in the delivery of urgent and emergency care.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Please ensure you read the attached Job Description and Person Specification before applying.

Location - This post will be based at either Middlebrook (BL6 6PQ) or Estuary Point (L24 8RL) however some travel between all NWAS contact centre sites will be necessary.

Please see below timetable for recruitment campaign

Advert start date: Thursday15 October 2026

Advert closing date: Sunday 1 November 2026

Shortlisting completed by: Friday 6 November 2026

Assessment centre: Friday 20 November 2026, AM

Professional discussions: Friday 20 November 2026, PM