Assistant Service Delivery Manager

National Highways; Devon and Torbay; On-site; GBP 32,000 - 42,000; Full time

Job summary

National Highways is seeking an Assistant Service Delivery Manager to join our Operations Directorate, based at Exeter. The role will oversee the delivery of maintenance and repair services across the region, ensuring activities adhere to technical, quality, and safety standards.

You will drive as part of your duties, maintain cyclical maintenance plans, manage changes from unplanned works, and support customer engagement with Route Managers to address service requests and issues.

Qualifications

• Good understanding of relevant supply chain contracts.
• Academic qualification in an Engineering discipline.
• Membership of professional body (MICE or MIHE or MCIHT) – desirable.
• Strong planning and project delivery skills.
• Strong understanding of relevant technical asset policies and strategies.

Responsibilities

• Proactively track and monitor service delivery performance on the assigned Route(s) or contract scope, identifying risks and developing remedial plans.
• Maintain cyclical maintenance work plans and manage delivery of planned works and costs.
• Manage changes and impact of significant unplanned and emergency works on plans.
• Analyse trends related to unplanned works and flag areas for improvement with Route/Service Managers.
• Support local customer engagement and address service delivery requests and concerns.

Skills

Supply chain contracts

Project delivery

Education

Engineering degree

Job description

National Highways is seeking a qualified and motivated individual to join our Operations Directorate as an Assistant Service Delivery Manager. This role will be based at our offices in Exeter and will involve overseeing the delivery of maintenance and repair services across the region. You will ensure that all activities, whether routine or reactive, adhere to the necessary technical, quality, and safety standards.

You will be required to drive as part of your role and you will need to have a full driving licence, with no more than 3 points, to be considered for this position.

• Proactively track and monitor service delivery performance on the assigned Route(s) or contract scope (e.g. DBFO, RTMC), identify performance trends, risks and issues, including the analysis of root causes for performance issues and develop remedial action plans.
• Maintain the cyclical maintenance work plans for the designated Route(s) and manage the delivery of planned works and associated costs.
• Manage any changes and the impact of significant unplanned and emergency works on plans.
• Analyse trends related to unplanned works on the assigned Route(s), and flag areas of concern and ideas for future improvements to the relevant Service Manager and Route Manager(s)
• Support local customer engagement and communication activities, working closely with Route Managers and Service Delivery colleagues to identify and address service delivery requests and/or concerns.

About you.

• Good understanding of relevant supply chain contracts
• Recognised academic qualification in an Engineering discipline
• Membership of appropriate professional body (MICE or MIHE or MCIHT) - desirable
• Strong planning and project delivery skills
• Strong understanding of relevant technical asset policies and strategies

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.