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National Highways; Walsall; On-site; GBP 55,000 - 75,000; Full time

Job summary

National Highways is seeking a Service Delivery Manager to oversee and control maintenance and repair works across the West Mids Region. Based at the Bescot depot, you will drive a strong focus on safety, quality and customer service while ensuring all activities meet required standards.

You will manage supplier performance to SLAs, monitor contract scope, develop remedial actions, and coordinate cyclical and reactive works within the regional programme to minimise disruption for road users.

Qualifications

• Strong understanding of asset policies and strategies.
• Understanding of supply chain contracts.
• Engineering degree or relevant technical qualifications/accreditations.
• Experience in Budget, Contract and supply chain management.
• Proven experience in a fast-paced, 24/7 service delivery environment.

Responsibilities

• Manage supplier performance to SLAs, quality and safety standards, investigate breaches and remedial actions.
• Proactively track and monitor performance of designated Route(s) or contract scope; identify trends, risks and issues.
• Analyse root causes of performance issues and work with teams to implement remedial actions.
• Maintain cyclical and reactive maintenance work plans for the designated routes and track costs.
• Ensure maintenance plans are integrated into the regional programme to minimise customer disruption.

Skills

Supplier management

Contract management

Engineering degree

Budget management

Supply chain management

Service delivery

Education

Engineering degree or relevant technical qualifications

Job description

National Highways have an excellent opportunity for a Service Delivery Manager to oversee and control the delivery of maintenance and repair works across the West Mids Region. You will ensure all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service.

This role will be based out of our Bescot depot.

Please note that you will be required to drive as part of your role, and you will need to have no more than 3 points to be considered for this position and during employment.

• Managing supplier performance to agreed contractual service level agreements, technical, quality and safety standards, including the investigation of breaches of service level targets and service non-availability, with the instigation of remedial activities.
• Proactively tracking and monitoring the performance of the assigned Route(s) or contract scope (e.g. M&R, DBFO, RTMC), identifying performance trends, risks and issues.
• Analysing the root causes for performance issues and work with Service Delivery colleagues and supply chain to develop and implement remedial action plans.
• Maintaining the cyclical and reactive maintenance work plans for the designated Route(s) and ensure the delivery of planned works, tracking all associated costs.
• Ensure cyclical and reactive maintenance work plans are well integrated in the region's overall programme, ensuring customer disruption can be minimised.

About you.

• Strong understanding of relevant technical asset policies and strategies
• Understanding of relevant supply chain contracts
• Engineering degree or relevant technical qualifications / accreditations
• Experience of Budget, Contract and supply chain management
• Proven experience in a fast paced, 24/7 service delivery environment

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.