About this role
Job summary
The System Operations Manager is responsible for the development, coordination and oversight of the Integrated Care Board (ICB) response to system escalation and operational pressures. Working closely with the System Co-ordination Centre (SCC), NHS England, system partners and internal ICB teams, the post holder will ensure timely and effective management of escalation processes, operational risks and capacity challenges, particularly during periods of heightened demand such as winter.
The role supports the delivery of the ICB's operational battle rhythm, ensuring consistent communication, effective records and risk management, and coordinated responses to system pressures. The post holder will provide operational support to the Head of System Operations and the ICB Winter Director, ensuring robust governance, timely reporting and the delivery of winter planning and response functions.
Working within the UEC team and the wider LNR ICB provides an opportunity to be part of a collaborative and supportive organisation committed to improving outcomes for local people. This role will play a key part in overseeing the system winter plan, working alongside the wider directorate and system partners to coordinate delivery, manage operational pressures and support the effective delivery of urgent and emergency care services across the cluster.
Main duties of the job
Coordinate the ICB response to system escalation and operational pressures. Work with the System Co-ordination Centre (SCC) and system partners during periods of escalation. Monitor system capacity and demand, highlighting emerging risks and patient safety concerns. Support the delivery of the ICB operational battle rhythm, including meetings, reporting and ad hoc activities. Assist the ICB Winter Director in the planning and coordination of winter pressures and response activities. Manage responses to NHS England requests and SCC data requirements. Produce and distribute operational briefings and communications to internal and external stakeholders. Monitor progress against operational deadlines and escalate potential delays where required. Maintain effective records management and support risk management processes. Build strong relationships with partners to support coordinated system working.
About us
Working for our Integrated Care Boards will require you contributing to a shared purpose of improving outcomes for the communities we serve as part of a wider health and social care system. The organisation's ethos is rooted in integrity, collaboration and accountability, with a strong focus on putting its patient population at the centre of everything it does and delivering services to improve patient outcomes, patient experience and added years of optimised health. As part of the newly formed cluster bringing together NHS Northamptonshire ICB and NHS Leicester, Leicestershire and Rutland ICB, staff are expected to work flexibly and collaboratively across organisational boundaries to support a joined-up approach to strategic commissioning and service improvement. There is an expectation of 40% on patch working, with office bases at County Hall, Glenfield, Leicester and Haylock House, Kettering. Staff can choose which office is their primary base for contractual purposes and travel claims.
This role will require a minimum of 2 days 'on patch' working in Leicestershire, Northamptonshire and Rutland in our 2 main offices or partner sites
Job description Job responsibilities The System Operations Manager leads the coordination of operational performance, escalation management, winter planning, and system resilience across the ICB. The role works closely with NHS England, system partners, and internal teams to ensure effective delivery of operational priorities, support service improvement, manage risks, and provide assurance on system performance and capacity.
Main Responsibilities:
Lead operational coordination and escalation management across the system. Support winter planning, surge response, and operational resilience. Monitor performance, risks, and delivery against key objectives. Develop effective relationships with NHS England, providers, local authorities, and system partners. Lead and support improvement projects and service transformation initiatives. Ensure effective governance, risk management, records management, and compliance. Produce reports, briefings, and performance information to support decision-making. Contribute to strategic planning, policy development, and implementation of operational priorities. Manage allocated resources and budgets in line with organisational requirements. Provide leadership, support, and expert advice to colleagues and stakeholders.
Person Specification
Knowledge, Training and Experience Essential
Educated to master's level in relevant subject or equivalent level of experience of working at a similar level in specialist area Extensive knowledge of and expertise in specialisms relevant to function and role outlined Proven and significant leadership experience. Evidence of post qualifying continuing professional development Must have an understanding of the background to and aims of current healthcare policy and appreciate the implications of this on engagement Should have an appreciation of the relationship between the Department of Health, NHS England and individual provider and commissioning organisations
Communication Skills Essential
Must be able to provide and receive highly complex, sensitive, or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups. Negotiate on difficult and controversial issues including performance and change.
Analytical Essential
Problem solving skills and ability to respond to sudden unexpected demands Ability to analyse complex facts and situations and develop a range of options Takes decisions on difficult and contentious issues where there may be a number of courses of action. Strategic thinking - ability to anticipate and resolve problems before they arise
Planning Skills Essential
Demonstrated capability to plan over short, medium, and long-term timeframes and adjust plans and resource requirements accordingly
Autonomy Essential
Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies Ability to make decisions autonomously on difficult issues, , when required, working to tight and often changing timescales Experience of identifying and interpreting National policy Experience of researching best practice (globally, private, and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve system reform (advising on policy implementation)
Management Skills Essential
Must be able to prioritise own work effectively and be able to direct activities of others Experience of managing and motivating a team and reviewing performance of the individuals Skills for managing relationships with a range of different stakeholders
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.
Employer details Employer name NHS Northamptonshire Integrated Care Board
Address County Hall, Leicestershire
Glenfield
Leicestershire
LE3 8RA
United Kingdom
Employer's website https://www.icnorthamptonshire.org.uk/icb (Opens in a new tab)