Senior Service Delivery Manager

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

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network.
As the Senior Service Delivery Manager for MIDAS (Motorway Incident Detection and Automatic Signalling), you will be accountable for the operational performance, reliability, resilience and continual improvement of one of National Highways' most critical roadside technology services.
MIDAS plays a vital role in monitoring traffic conditions across the Strategic Road Network, enabling congestion detection, supporting operational decision-making within Regional Control Centres and contributing to safer, smoother and more reliable journeys for road users. You will lead the delivery and optimisation of this nationally significant service, ensuring performance, availability and customer outcomes remain at the forefront of service management activities.
Working across organisational boundaries, you will collaborate with operational teams, asset managers, engineering specialists, suppliers, maintainers and service providers to maximise the value and effectiveness of MIDAS throughout its lifecycle, while supporting the successful delivery of ongoing technology transformation initiatives.

This is a hybrid role, requiring two days per week in the office, and can be based at any National Highways office location across the UK, with some travel to attend team meetings., 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., The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.
We are committed to creating a diverse environment and welcome applicants from all backgrounds.

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.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.