Senior Delivery Manager

National Highways; Birmingham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading road management organization is seeking a Senior Service Delivery Manager to oversee the operational performance of roadside technology services critical for safe motorway operations. The role, based in Birmingham, involves collaboration with various stakeholders and offers a hybrid working model. Applicants should have a relevant engineering degree or ITIL certification and experience in service management and stakeholder communication.

Qualifications

• Excellent experience in managing multiple complex stakeholders.
• Experience in the maintenance of roadside technology or similar.
• Ability to communicate ideas to all stakeholder types.

Responsibilities

• Responsible for the operational performance of roadside technology.
• Directing resources for continuous service improvement.
• Lead in fault, event, and problem management.

Skills

Service management of OT or IT enabled service

Stakeholder management

Problem and fault management

Technical expertise in engineering

Education

Engineering or relevant degree

Relevant ITIL certification

Job description

About the job.

National Highways have an excellent opportunity for a Senior Service Delivery Manager to join our team in Digital Operational Services. This role provides a superb opportunity to be a Senior Service Delivery Manager leading the delivery of essential roadside technology services that are critical to the delivery of a safe and reliable motorway and trunk road network. If you are passionate about service delivery, determined to succeed and want to develop new skills and grasp opportunities that will enable you to progress in the future, then we'd like to hear from you.

You will be working with some of the 30,000 roadside assets (e.g. message signs and signals, emergency phones, CCTV, stopped vehicle detectors (SVD), speed enforcement) which enables National Highways to operate, maintain and develop our Strategic Road Network safely and efficiently for our customers who use it and our workforce who are deployed on it. Roadside Technology provides vital services to our seven Regional Control Centres, which in turn enables them to manage regular congestion, local incidents and area wide events.

The services delivered by roadside technology are in the final phase of a Transformation Programme to respond better to evolving stakeholder expectations of the technology. There will be a tremendous opportunity to work cross organisational boundaries, with stakeholders and delivery partners to improve the operational performance of this roadside technology and maximise its potential.

Please note this is a hybrid position and can be based from any of our UK offices however travel to various meetings in line with this position and to regional offices to attend team meetings will be required.

• Responsible for the operational performance of one or more roadside technology types.
• Analysing the performance, controlling the risks and the issues of the roadside technology services and directing resources to intervene and to achieve continuous service improvement.
• Taking a lead in the fault, event and problem management of the service.
• Working with Service design and procurement teams to ensure lessons learnt from operational experience are fed back up the asset life cycle.
• Improving performance by developing working relationships between end-users, the suppliers, the installers, asset managers and the maintainers.
• Responsible for the service management and robust financial management of contracts, monitoring, assuring and reporting, and leading in the fault, event and problem management of the service.

About you.

• Engineering or other relevant degree and/or a relevant ITIL certification.
• Excellent experience in the service management of an OT or IT enabled service, or extended experience in the maintenance of roadside technology or similar from another transport sector.
• Experience of applying OT/IT, telecommunications or electrical engineering technical expertise to deliver continuous service improvement, and problem and fault management.
• Excellent experience in managing multiple complex stakeholders.
• Experience and ability to digest complex and incomplete information, form a conclusion, and communicate your ideas and present thoughts to all types of stakeholders verbally, numerically and in writing form.

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 Operational 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.