Senior MIDAS Service Delivery Leader

National Highways; Colchester; Hybrid; GBP 85,000 - 100,000; Full time

Job summary

National Highways is recruiting for a Senior Service Delivery Manager to own the MIDAS roadside technology service, ensuring performance, reliability, resilience, and continual improvement. The role drives fault, event and problem management and works across asset managers, engineering specialists and suppliers to maximise service value.

Hybrid role with two days per week in the office, and travel to National Highways locations across the UK.

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 OT services in 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

• Oversee operational performance of roadside technology services (MIDAS) including fault, event and problem management.
• Analyse service performance data, asset health information and incident trends to identify improvements.
• Collaborate with design, procurement and asset teams to feed operational lessons back into the lifecycle.
• Lead in cost control, contract monitoring and supplier management to sustain high service levels.

Skills

IT service management

Stakeholder engagement

Data analysis

Supplier management

Decision making under pressure

Communication skills

Operational technology experience

Education

Degree in Engineering/Telecommunications/IT or related

ITIL qualification (ITIL 4 or V5)

Job description

National Highways is recruiting for a Senior Service Delivery Manager to own the MIDAS roadside technology service, ensuring performance, reliability, resilience, and continual improvement. The role drives fault, event and problem management and works across asset managers, engineering specialists and suppliers to maximise service value.

Hybrid role with two days per week in the office, and travel to National Highways locations across the UK.