Lead Service Manager

National Highways; Usk; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

National Highways is recruiting for a Lead Service Manager to drive agile, DevSecOps-enabled delivery across Digital Services. You will shape roadmaps, oversee governance artifacts, and secure funding while managing a VFM-conscious budget and external supplier relationships.

The role includes two days per week in the office and some UK-wide travel, with a focus on aligning technology delivery with customer safety and journey reliability.

Qualifications

• Experience delivering digital or cloud-based services in a complex environment.
• Proven ability to manage budgets and supplier relationships.
• Strong understanding of Agile and DevSecOps principles.

Responsibilities

• Lead delivery of strategic outcomes using DevSecOps within Infrastructure & Platforms.
• Manage full cycle from scoping to end delivery with governance artifacts and funding.
• Provide direction on tools and methods to meet user needs.
• Line management of a Senior Service Delivery Manager / Product Owner; matrix management of a supplier.

Skills

Agile delivery

Strategic thinking

Budget management

Stakeholder management

Education

Leadership experience

Tools

Azure

AWS

Azure DevOps

DevSecOps tooling

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.
National Highways have an excellent opportunity for a Lead Service Manager Manager role, which is an Agile-delivery-first position operating under a LSM title. The role holder is responsible for delivering strategic outcomes utilising the DevSecOps capability within Infrastructure & Platforms.
With a strong commercial and financial acumen, the Lead Service Manager also is responsible managing the full cycle of all new deliveries and capabilities. This is from conceptual scoping, preparation of governance artifacts, securing funding, through to end delivery.
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.
Using Modern Ways-of-Working to deliver strategic outcomes and new cloud computing capabilities in readiness for handover to BAU run.
Financial management of the outcomes from initial quote to final recharge.
Preparation of key governance artifacts for the commercial sourcing of new cloud compute services and capabilities e.g. Business Cases.
Provides strategic input into the short, medium, and long-term cloud compute roadmaps for the Infrastructure and Platforms.
Utilises prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes.
Gives direction on which tools and methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user.
This role has a direct line management responsibility of a single Senior Service Delivery Manager / Product Owner. There is also matrix management of a third-party supplier.
The Lead Service Manager will manage the budget for the DevSecOps practise and managed services contract., 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.
Extensive knowledge of cloud compute hyper-scalers (e.g. MS Azure, Amazon AWS, etc).
Proven ability to manage a service provider derived DevSecOps delivery team to achieve optimum sprint velocity and delivery critical business outcomes.
An outstanding understanding of Agile and ADO principles and processes, and the ability to apply the technical knowledge in project or programme environments.
Demonstrable evidence of influencing team dynamics and collaborative working.
Strong commercial and financial acumen.
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.