Senior MIDAS Service Delivery Manager (Hybrid Role)

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

Job summary

National Highways is recruiting a Senior Service Delivery Manager for MIDAS, overseeing operational performance, reliability and continual service improvements of the roadside MIDAS technology service. You will lead fault and incident management and steer service delivery across the lifecycle.

The role involves working across teams to optimise performance, manage supplier relationships and support transformation initiatives, ensuring safe and reliable journeys for road users.

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. For this role it will primarily be MIDAS and taking a lead in the fault, event and problem management of the service.
• Analysing the performance, controlling the risks and the issues of the roadside technology services (MIDAS) and directing resources to intervene and to achieve continuous service improvement.
• 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.
• Analyse service performance data, asset health information, incident trends and operational risks to identify improvement opportunities and drive service enhancements.

Skills

Stakeholder management

Data-driven decision making

Executive-level communication

Problem solving

Education

Engineering/IT discipline with ITIL qualification

Job description

National Highways is recruiting a Senior Service Delivery Manager for MIDAS, overseeing operational performance, reliability and continual service improvements of the roadside MIDAS technology service. You will lead fault and incident management and steer service delivery across the lifecycle.

The role involves working across teams to optimise performance, manage supplier relationships and support transformation initiatives, ensuring safe and reliable journeys for road users.