ICC - Tactical Performance Manager - Northern House

Job overview

South Central Ambulance Service NHS Foundation Trust (SCAS) is seeking a forward‑thinking Tactical Performance Manager to provide daily leadership, operational oversight and tactical command across our Integrated Contact Centres (ICCs) with this opportunity being based in Northern House.

This pivotal role sits at the heart of our emergency and urgent care response, ensuring teams, systems and resources operate safely, efficiently and in line with Trust standards. You will lead daily tactical decision‑making, manage unpredictable demand, support deployment teams, and work closely with clinical, call handling and 999 Operations leaders to maintain patient safety and meet performance targets.

As a Trust tactical commander, you will also take decisive action during major incidents, acting as the First Incident Commander until the wider command structure is in place.

Key responsibilities include producing performance reports, driving quality improvement, supporting patient safety investigations and ensuring regulatory compliance. Working collaboratively with internal colleagues and system partners, you will influence operational delivery and support continuous improvement across the ICC.

If you thrive in high‑pressure environments, enjoy leading teams and are ready for a challenging and rewarding leadership role, we welcome your application. Please indicate your preferred location.

Apply today and help shape the future of our emergency care response.

Main duties of the job

The Tactical Performance Manager is a role that has two distinct elements: daily tactical leadership and local deployment management. Whilst the post holder is the daily TAC lead, they will be responsible for Trust operational performance. This role alternates between the integrated contact centres and provides 24/7 cover.

The lead will ensure both ICC and 999 operational policies and procedures are deployed as per agreed business as usual. In the instance of a major incident, when on tactical rotation, this role will act as First Incident Commander whilst the major incident leadership is mobilised in line with the Trust Incident Response Plan. The lead will ensure escalation plans are enacted to deliver operational performance to meet internal and external key performance indicators.

When they are performing as Deployment management, they are accountable for day-to-day running of the relevant deployment model and team management; however, during times of a major incident or short-notice absences, they will revert to the Tactical Lead. The post holder is expected to act independently, taking decisions to ensure operational delivery for the organisation, driving change and improvement by supporting and influencing both clinical and corporate teams.

The post holder will deputise for the Assistant Director of ICC – Resource / Deployment internally as required and at a system and ambulance sector level.

Detailed job description and main responsibilities

Responsible for the development and implementation of the annual operational improvement plans. Ensure that the highest standards of Corporate and Clinical Governance are maintained via the relevant group i.e. directorate level meetings.

Accountable for the line management of all staff reporting directly to the post holder. This includes recruitment selection, performance management, identification of training and development needs, in accordance with the employment policies and practices of the Trust.

Be a role model within their assigned area, demonstrating strong leadership and promoting an open, supportive culture, which is in line with the Trust’s values. Develop and maintain an effective relationship with operational sector leadership teams and ICC teams to deliver performance objectives.

Assist in the development and implementation of Cost Improvement Programmes for the area of responsibility, ensuring that the Trust delivers financial savings through efficiencies, whilst ensuring the maintenance of safe, timely and effective patient care.

The post holder will be responsible for the achievement and sustainability of operational key performance indicators within their scope of responsibility and influence.

Please see Job Description and Person Specification for full details