Service Delivery Manager

LGBT Jobs; Exeter; On-site; GBP 45,000 - 65,000; Full time

Job summary

National Highways is seeking a Service Delivery Manager to oversee highway maintenance delivery across the South West Region from Exeter, with depots across Devon and Cornwall. You will manage supplier performance, SLAs and ensure safety, quality and customer service standards.

You will need an engineering degree or equivalent qualifications, plus experience in contract management and CDM compliance. You will drive as part of the role and operate from Exeter offices or depots.

Qualifications

• Strong knowledge of highways policies and strategies.
• Experience with NEC3 & NEC4 contracts.
• Engineering degree or relevant technical qualifications.
• Experience in budget management, accrual accounting and forecasting.
• CDM designer assurance and quality/performance monitoring of works.

Responsibilities

• Manage supplier performance to contractual SLAs, technical, quality and safety standards.
• Proactively track and monitor performance for designated routes or contract scope.
• Analyse root causes of performance issues and implement remedial action plans.
• Maintain cyclical and reactive maintenance work plans and control costs.
• Ensure maintenance plans are integrated into regional programme to minimise customer disruption.
• Undertake design and instruction of repairs for highway assets per standards and CDM regulations.

Skills

Highways knowledge

Contract management (NEC3/NEC4)

Budget management

CDM compliance

Education

Engineering degree

Job description

Service Delivery Manager role in South West Region

Exeter office and depots across Devon and Cornwall

Must have no more than 3 driving points

Managing supplier performance and service level agreements

Engineering degree or relevant technical qualifications required

About the job.

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.

About you.

• 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

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.

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.