Senior Service Delivery Manager

National Highways; West of England; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is seeking a Senior Service Delivery Manager for the MIDAS roadside technology service. You will be accountable for operational performance, reliability, resilience and continual improvement, ensuring safe, smooth journeys and value across the lifecycle.

You will collaborate across teams and suppliers, lead fault, event and problem management, analyse performance data and drive service enhancements. This hybrid role requires two days in the office and travel to UK offices.

Qualifications

• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or related discipline; ITIL qualification.
• Experience managing complex IT or OT services in large operational environments.
• Experience with services that support operational decision-making, infrastructure operations or safety-critical environments.
• Proven ability to deliver measurable service improvements through data analysis and stakeholder engagement.
• Ability to interpret complex technical information and act in ambiguous or fast-paced environments.
• Excellent communication and ability to influence senior stakeholders.

Responsibilities

• Own the operational performance of MIDAS; lead fault, event and problem management.
• Analyse performance, manage risks and drive continuous service improvement.
• Collaborate with design and procurement teams to feed lessons learned into asset lifecycle.
• Improve performance by strengthening relationships with end-users, suppliers, installers, asset managers and maintainers.
• Oversee service management and financial management of contracts, monitoring and reporting.
• Analyse service data, asset health and incident trends to identify improvements.

Skills

Data analysis

Stakeholder management

Supplier management

Communication skills

Education

Engineering degree

ITIL qualification

Tools

ITIL 4

Job description

About the job.

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.

Key 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.

About You

• 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.

About us.

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.

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.