Service Delivery Manager

National Highways; Exeter; On-site; GBP 55,000 - 75,000; Full time

Job summary

National Highways is seeking a Service Delivery Manager to oversee highway maintenance and repair works across the South West. The role focuses on delivering quality, safety and customer-focused outcomes from Exeter office or regional depots.

You will drive performance across contracts, monitor budgets and ensure works align with technical standards and CDM requirements. A driving role with up to date licence is required and flexibility to cover multiple sites across Devon and Cornwall.

Qualifications

• 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.

Responsibilities

• Manage supplier performance to contractual service level agreements, safety standards and quality targets.
• Proactively track performance of assigned Route(s) or contract scope and identify risks.
• Analyze root causes of performance issues and implement remedial action plans.
• Maintain cyclical and reactive maintenance work plans and monitor costs.
• Ensure maintenance work plans are integrated into the regional programme to minimise customer disruption.
• Undertake detailed design and instruction of repairs per highway standards.

Skills

Highways knowledge

Contract management

Budgeting

CDM & quality monitoring

Stakeholder liaison

Education

Engineering degree

Technical qualifications/accreditations

Job description

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.