Service Delivery Manager

National Highways; Birmingham; On-site; GBP 55,000 - 70,000; Full time

Job summary

National Highways is seeking a Service Delivery Manager to oversee maintenance and repair works across the Region, ensuring safety, quality and customer service standards in all activities. Based in Birmingham or Nottingham, you will drive improvements, manage supplier performance, track route delivery, and balance budget against programme milestones in a fast-paced environment.

You will operate in a 24/7 service delivery context, coordinating with internal teams and external suppliers to

Qualifications

• Engineering degree or relevant technical qualifications/accreditations.
• Experience of Budget, Contract and supply chain management.
• Proven experience in a fast paced, 24/7 service delivery environment.
• Strong focus on customer service and safety.

Responsibilities

• Manage supplier performance to SLAs and standards, investigating breaches and remedial actions.
• Proactively track performance of routes or contracts and identify risks.
• Analyze root causes and implement remedial action plans with teams.
• Maintain maintenance work plans and manage costs for designated routes.
• Ensure plans integrate with regional programme and minimise customer disruption.
• Drive understanding of asset policies and contract terms.
• Support a 24/7 service delivery environment.

Skills

Supplier management

Performance monitoring

Root cause analysis

Stakeholder engagement

Education

Engineering degree

Job description

National Highways have an excellent opportunity for a Service Delivery Manager to oversee and control the delivery of maintenance and repair works across the Region. You will ensure all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service. This role will be based out Birmingham or Nottingham Please note that you will be required to drive as part of your role, and you will need to have no more than 3 points to be considered for this position and during employment.

• Managing supplier performance to agreed contractual service level agreements, technical, quality and safety standards, including the investigation of breaches of service level targets and service non-availability, with the instigation of remedial activities.
• Proactively tracking and monitoring the performance of the assigned Route(s) or contract scope (e.g. M&R, DBFO, RTMC), identifying performance trends, risks and issues.
• Analysing the root causes for performance issues and work with Service Delivery colleagues and supply chain to develop and implement remedial action plans.
• Maintaining the cyclical and reactive maintenance work plans for the designated Route(s) and ensure the delivery of planned works, tracking all associated costs.
• Ensure cyclical and reactive maintenance work plans are well integrated in the region's overall programme, ensuring customer disruption can be minimised.
  Strong understanding of relevant technical asset policies and strategies
• Understanding of relevant supply chain contracts
• Engineering degree or relevant technical qualifications / accreditations
• Experience of Budget, Contract and supply chain management
• Proven experience in a fast paced, 24/7 service delivery environment
  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.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads. We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

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.