Assistant Service Delivery Manager

National Highways; Exeter; On-site; GBP 38,000 - 52,000; Full time

Job summary

National Highways in Exeter seeks an Assistant Service Delivery Manager to oversee maintenance and repair delivery across the region, ensuring technical, quality and safety standards are met.

The role requires driving with a clean licence, proactive performance tracking, and close collaboration with Route Managers to deliver safe, reliable journeys.

Qualifications

• Engineering discipline degree or equivalent qualification.
• Good understanding of supply chain contracts.
• Membership of professional body desirable (MICE/MIHE/MCIHT).
• Strong planning and project delivery skills.
• Knowledge of asset policies and strategies.

Responsibilities

• Proactively track and monitor service delivery performance and identify risks and remedial actions.
• Maintain cyclical maintenance work plans and manage delivery and costs.
• Manage changes and impacts of significant unplanned and emergency works.
• Analyse trends in unplanned works and flag improvements to Route/Service Managers.
• Support local customer engagement with Route Managers to address requests and concerns.

Skills

Service delivery performance tracking

Planning and project delivery

Asset policy knowledge

Professional body membership desirable

Education

Engineering discipline 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.