Senior MIDAS Service Delivery Lead

National Highways; Cardiff; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

National Highways is recruiting for a Senior Service Delivery Manager to lead MIDAS, ensuring reliable roadside technology service performance and continual improvement. You will steer fault, event and problem management while coordinating with service design, procurement and asset teams to drive improvements across the lifecycle.

The role requires degree-level engineering/IT/OT expertise and an ITIL qualification, with experience in a large-scale operational environment and the ability to

Qualifications

• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or related discipline.
• Significant experience managing complex, business-critical IT or OT services in a large-scale operational environment.
• Experience managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Proven ability to deliver 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

• Accountable for the operational performance of one or more roadside technology services, primarily MIDAS.
• Lead fault, event and problem management of the MIDAS service.
• Analyze performance data, asset health information and incident trends to identify improvements.
• Collaborate with design, procurement, and asset teams to embed lessons learned.
• Manage service performance, contracts, monitoring, reporting and financial governance.

Skills

Data analysis

Stakeholder engagement

Supplier management

Communication skills

Executive level presenting

Education

Engineering or IT/OT degree

ITIL qualification (ITIL 4 or V5)

Job description

National Highways is recruiting for a Senior Service Delivery Manager to lead MIDAS, ensuring reliable roadside technology service performance and continual improvement. You will steer fault, event and problem management while coordinating with service design, procurement and asset teams to drive improvements across the lifecycle.

The role requires degree-level engineering/IT/OT expertise and an ITIL qualification, with experience in a large-scale operational environment and the ability to