Senior MIDAS Service Delivery Lead

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

Job summary

National Highways is seeking a Senior Service Delivery Manager for MIDAS, responsible for performance, reliability and continual improvement of a critical roadside technology service. The role involves cross-functional collaboration with operational teams, asset managers and suppliers to maximise value and ensure safe, smooth journeys across the network.

Hybrid role with two days in the office, based at National Highways locations in the UK, including travel for meetings.

Qualifications

• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or a related discipline, with an 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 of 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, primarily MIDAS, and leading fault, event and problem management.
• Analyse service performance data, asset health information, incident trends and operational risks to identify opportunities and drive improvements.
• Collaborate with service design and procurement teams to feed lessons learned from operational experience back into the asset life cycle.
• Improve performance by developing relationships between end-users, suppliers, installers, asset managers and maintainers.
• Oversee service management and robust financial management of contracts, monitoring, assuring and reporting.

Skills

ITIL

Stakeholder management

Data analysis

Service management

Executive communication

Education

Engineering/IT/OT degree

Job description

National Highways is seeking a Senior Service Delivery Manager for MIDAS, responsible for performance, reliability and continual improvement of a critical roadside technology service. The role involves cross-functional collaboration with operational teams, asset managers and suppliers to maximise value and ensure safe, smooth journeys across the network.

Hybrid role with two days in the office, based at National Highways locations in the UK, including travel for meetings.