Senior Service Delivery Manager (Infrastructure & Platforms)

National Highways; Birmingham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A key transport organization in the UK is seeking a Senior Service Delivery Manager to lead infrastructure services and ensure effective support for ICT operations. The ideal candidate will have experience with Agile methodologies and stakeholder engagement, focusing on delivery excellence across multiple services. This role offers competitive compensation and the opportunity to work across UK offices.

Qualifications

• In-depth understanding of Agile and ADO principles.
• Good change management and transformation experience.
• Evidence of leading team dynamics and collaborative working.
• Engaging with stakeholders at a senior level.
• Excellent knowledge of Service Support.

Responsibilities

• Accountable for the delivery of infrastructure services.
• Leads investigative work into existing processes.
• Utilises prediction methodologies for service trends.
• Gives direction on tools and methods to use.
• Embed Agile ways of working and modern tooling.

Skills

Agile principles

Service Support

Change management

Stakeholder engagement

DevOps

CI/CD

Azure DevOps

Job description

About the job

National Highways have an excellent opportunity for a Senior Service Delivery Manager (Infrastructure & Platforms) to join our Service Operations team within Digital Services. The Senior Service Delivery Manager role is responsible for the portfolio of hosting and network services and leads on the delivery of the infrastructure services, ensuring support of existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.

The Senior Service Delivery Manager will also be responsible for service management across platforms, multiple channels and services to ensure service availability, performance reporting and process maturity across this landscape.

Please note this role can be based from any of our UK offices however travel to regional offices to attend team meetings will be required.

• Accountable for the delivery of infrastructure services. Engages with stakeholders and the Lead Service Transition Manager to ensure that new and enhanced products and services have the right service support arrangements in place to ensure benefits are realised and add value to the business.
• Leads investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions.
• Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services.
• Utilises prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes.
• Gives direction on which tools and methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user.
• Embed Agile ways of working and modern tooling (e.g. DevOps, CI/CD, Azure DevOps) to drive delivery excellence. Operate as a Product Owner across key initiatives, shaping strategic goals into a prioritised backlog. Define clear user stories and acceptance criteria to ensure delivery teams are setup for success.

About you

• An in-depth understanding of Agile and ADO principles and processes, and the ability to apply the technical knowledge in project or programme environments.
• Good change management and transformation experience.
• Demonstrable evidence of leading team dynamics and collaborative working.
• Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management and supply chain) to achieve desired outcomes
• Excellent working knowledge of Service Support for customer and user focus
• Proven experience applying modern Agile practices, processes, techniques, and tooling (desirable).

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.