Service Delivery Manager

National Highways; Clyst Heath; On-site; GBP 60,000 - 90,000; Full time

Job summary

National Highways invites applications for a Service Delivery Manager to oversee highway maintenance across the South West region, based from Exeter or regional depots. The role requires driving to sites and adherence to safety standards, with a focus on customer service and quality outcomes.

The successful candidate will manage supplier performance, monitor routes and contracts, and implement remedial actions with the supply chain.

Qualifications

• Strong stakeholder management and leadership skills.
• Experience in budget planning, forecasting and cost control.
• Knowledge of NEC3/NEC4 and contract management best practices.
• Understanding of quality and safety standards in highway maintenance.
• Valid driving licence with acceptable points (3 or fewer).

Responsibilities

• Oversee delivery of highway maintenance and repair works to meet technical, quality and safety standards.
• Proactively monitor and manage performance against service level agreements and contract scope.
• Analyse root causes of performance issues and implement remedial action plans with the supply chain.
• Maintain cyclical and reactive maintenance work plans and track costs.
• Ensure integrated planning to minimise customer disruption across routes and depots.
• Provide design input for repairs in line with highway standards and CDM regulations.

Skills

Stakeholder management

Budget management

Contract management

Quality & safety awareness

Driving licence

Education

Engineering degree or equivalent

Job description

National Highways have an excellent opportunity for a Service Delivery Manager to oversee and control the delivery of highway maintenance and repair works across the South West Region. Using your highways skills and knowledge 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 of our Exeter office or depots across Devon and Cornwall. 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.
• Undertake detailed design and instruction of repairs for highway asset defects and small works packages in accordance with highway technical standards and CDM regulations.
  Strong understanding of relevant technical asset policies and strategies within the highways industry
• Good understanding of relevant supply chain contracts (NEC3 & NEC4)
• Engineering degree or relevant technical qualifications / accreditations
• Experience of budget management, accrual accounting and forecasting
• CDM designer assurance along with Quality and Performance monitoring of works
  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.