Service Manager Emergency Services Centre

Overview

As Service Manager for the Emergency Services Centre, you will steer 24/7 operations across CCTV, Out of Hours, and HEARS to safeguard residents and support emergency services. You’ll lead three Team Leaders and drive service improvement, performance, and prudent budgeting in a fast-paced, mission‑critical setting. You’ll build stronger partnerships with Police, health and public sector bodies, shaping the future of community safety services. This role offers meaningful impact and the chance to lead change during a period of opportunity.

Pay / Benefits

• competitive salary
• Local Government Pension Scheme
• hybrid and flexible working
• generous annual leave entitlement
• occupational sick pay
• employee Assistance Programme

Responsibilities

• provide strategic and operational leadership for the Emergency Services Centre
• lead and develop Team Leaders and their teams across CCTV, Out of Hours and HEARS
• ensure 24/7 high-quality, customer-focused services
• drive performance, efficiency and continuous service improvement
• manage budgets and resources for value for money
• develop workforce plans and staff development initiatives
• lead on operational resilience, emergency preparedness and business continuity
• build relationships with Police, My Local Bobby, Adult Social Care, health organisations and other public sector agencies
• use data and performance information to inform decisions
• represent the council at partnership meetings, boards and regional forums
• deputise for the Head of Service when required

Key requirements

• significant management experience in community safety, emergency response, control room, telecare, enforcement or similar fast-paced environments
• proven track record of leading high-performing teams
• experience of budgets, resources and workforce planning
• strong performance management and service improvement background
• excellent communication, influencing and stakeholder management skills
• ability to stay calm and make sound decisions during incidents and pressure
• experience working across organisational boundaries to achieve shared objectives
• commitment to continuous improvement and customer service excellence

• leadership and inspiration
• stakeholder management
• calm under pressure
• budget management
• performance management
• data-driven decision making

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