Senior MIDAS Service Delivery Lead

National Highways; Bagnall; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

National Highways is seeking a Senior Service Delivery Manager for MIDAS to own and improve the roadside technology service across the UK. The role requires overseeing fault and problem management, analyzing performance data and driving continual service improvements.

The position is hybrid, requiring two days per week in the office, with travel to various National Highways locations. You will collaborate with asset managers, engineering specialists and suppliers to maximise MIDAS value and

Qualifications

• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or a related discipline.
• ITIL qualification (preferably ITIL 4 or V5).
• Significant experience managing complex, business-critical IT or Operational Technology services within a large-scale operational environment.
• Experience managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Proven experience delivering measurable service improvements through data analysis, stakeholder engagement and supplier management.
• Ability to interpret complex technical and operational information and make informed decisions in ambiguous or fast-paced environments.
• Excellent communication skills with experience influencing senior stakeholders and presenting service performance information at executive level.

Responsibilities

• Responsible for the operational performance of one or more roadside technology types (MIDAS).
• Lead fault, event and problem management of the service.
• Analyse performance data and incident trends to identify improvement opportunities and drive service enhancements.
• Direct resources to intervene and achieve continuous service improvement.
• Work with service design and procurement teams to feed lessons learned into the asset life cycle.
• Develop strong working relationships between end-users, suppliers, installers, asset managers and maintainers.
• Oversee service management and robust financial management of contracts, monitoring and reporting.

Skills

Leadership

Stakeholder management

Communication

Analytical thinking

Problem solving

Education

Engineering/IT degree

ITIL qualification (4 or V5)

Job description

National Highways is seeking a Senior Service Delivery Manager for MIDAS to own and improve the roadside technology service across the UK. The role requires overseeing fault and problem management, analyzing performance data and driving continual service improvements.

The position is hybrid, requiring two days per week in the office, with travel to various National Highways locations. You will collaborate with asset managers, engineering specialists and suppliers to maximise MIDAS value and