Senior Service Delivery Manager, Roadside Technology

National Highways; Birmingham; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

National Highways is recruiting a Senior Service Delivery Manager (HADECs) to lead the delivery of essential roadside technology services across the Strategic Road Network. The role supports Digital Operational Services and involves managing performance, incidents and service improvements in a safety-critical environment.

The position is hybrid, requiring two days per week in the office, with potential travel to National Highways locations.

Qualifications

• ITIL qualification (ITIL 4 or V5)
• Significant experience managing complex, business-critical IT or OT services
• Experience managing technology services that support operational decision-making or safety-critical environments
• Strong understanding of incident, problem, event and service performance management principles
• Able to interpret complex technical and operational information and make informed decisions in fast-paced environments
• Excellent communication skills with experience influencing senior stakeholders and presenting service performance at executive level

Responsibilities

• Responsible for the operational performance of one or more roadside technology types, primarily Speed Enforcements (HADECs).
• Analyse performance, control risks, and direct resources to intervene and achieve continuous service improvement.
• Lead fault, event and problem management of the service.
• Collaborate with service design and procurement to feed lessons learnt into the asset life cycle.
• Improve performance by building relationships between end-users, suppliers, installers, asset managers and maintainers.
• Oversee service management and robust financial management of contracts, monitoring, assuring and reporting, and lead fault, event and problem management.

Skills

ITIL qualification

Stakeholder management

Service performance management

Decision making under ambiguity

Strong communication

Education

Degree in Engineering, Telecommunications, Operational Technology, Information Technology or related discipline

Job description

National Highways is recruiting a Senior Service Delivery Manager (HADECs) to lead the delivery of essential roadside technology services across the Strategic Road Network. The role supports Digital Operational Services and involves managing performance, incidents and service improvements in a safety-critical environment.

The position is hybrid, requiring two days per week in the office, with potential travel to National Highways locations.