Lead Service Delivery Manager

National Highways; West Midlands; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is recruiting a Lead Service Delivery Manager to strengthen our Service Delivery Management in the Service Operations Division. You will lead integrated service operations, drive continual improvement, and build strong relationships with senior stakeholders and suppliers across the UK.

The role is hybrid, with two days in the office weekly, and may require travel to team meetings. You will shape service strategy and ensure value for money in a complex tech environment.

Qualifications

• Experience leading operational service delivery in ITIL-aligned environments.
• Ability to influence senior stakeholders and manage supplier relationships.
• Strong financial, risk management and value-for-money focus.

Responsibilities

• Lead integrated service operations and continual improvement aligned to business objectives.
• Develop strategic plans, MI and service insights for decision making.
• Oversee supplier performance, risk, availability, and capacity management.
• Communicate progress and benefits across senior stakeholders.

Skills

Stakeholder leadership

ITIL expertise

Supplier management

Budget management

Analytical thinking

Strategic planning

Education

ITIL 4 Foundation or higher

Job description

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network.

As a Lead Service Delivery Manager within our Service Delivery Management team in the Service Operations Division, you'll play a key role in ensuring the effective delivery and continual improvement of integrated services across a range of business and technical service lines. You will work closely with senior stakeholders, suppliers and internal teams to ensure services meet business needs, deliver value for money and support National Highways' strategic objectives. The role offers an opportunity to influence service strategy, drive operational excellence and lead improvements across a complex technology environment.

This is a hybrid role, requiring two days per week in the office, and can be based at any National Highways office location across the UK, with some travel to attend team meetings.

• Lead the integrated service operations and continual improvement of services, ensuring capabilities, processes and performance align with business objectives, industry standards and National Highways' policies and risk appetite.
• Build and maintain strong strategic relationships with senior stakeholders, suppliers and partners, influencing decisions and facilitating effective engagement to support the delivery of services and change.
• Lead supplier management activities, ensuring supplier performance, service quality, risk and commercial objectives are effectively managed to deliver value for money.
• Develop and communicate strategic plans, management information and service insights to support effective decision-making, prioritisation and the delivery of organisational and service improvements.
• Lead the management of service risks, performance, availability, capacity and quality, identifying opportunities for continual improvement and ensuring services meet current and future business needs.

About you.

• Strong experience leading operational service delivery within a mature ITIL-aligned organisation, with the ability to drive continual improvement and deliver against strategic and operational objectives.
• Proven ability to influence and build effective relationships with senior stakeholders, suppliers and partners, including facilitating collaboration between stakeholders with diverse objectives.
• Strong commercial, financial and risk management experience, with the ability to manage budgets, identify efficiencies and ensure value for money.
• Excellent analytical, communication and strategic planning skills, with the ability to use management information and insight to support complex decision-making and articulate complex issues to a broad range of audiences.
• ITIL 4 Foundation or above, with relevant ITIL 4 Specialist/Strategist qualifications, or strong demonstrable experience operating within a mature ITIL-aligned organisation.

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.

The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.

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.