Service Delivery Manager

National Highways; Manchester; Hybrid; GBP 55,000 - 90,000; Full time

Job summary

National Highways is recruiting for a Senior Service Delivery Manager (HADECs) to lead the delivery of roadside technology services essential to safe and reliable motorway and trunk road networks. The role involves operating across Digital Services, with two office days per week in the UK and travel as required to National Highways offices.

You will manage performance, risks and issues, lead fault and problem resolution, and work with design and procurement to implement lessons learned.

Qualifications

• Degree in Engineering, Telecommunications, Operational Technology or a related discipline; ITIL qualification (preferably ITIL 4 or V5).
• Significant experience managing complex, business-critical IT or OT services in a large-scale operational environment.
• Experience managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Strong understanding of incident, problem, event and service performance management principles.
• Excellent communication skills with experience influencing senior stakeholders and presenting service performance at executive level.

Responsibilities

• Oversee operational performance of one or more roadside technology types, primarily Speed Enforcements (HADECs).
• Analyse performance, manage risks and issues, and direct resources to deliver continuous service improvement.
• Lead fault, event and problem management of the service.
• Collaborate with service design and procurement to capture lessons learnt and feed them into asset life cycles.
• Improve performance by fostering relationships between end-users, suppliers, installers, asset managers and maintainers.
• Manage service and financial performance of contracts, monitoring, reporting and governance.

Skills

ITIL frameworks

Incident management

Stakeholder management

Service level management

Financial management

Operational technology

Executive communication

Education

Degree in Engineering/Telecommunications/IT

Job description

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network. National Highways have an excellent opportunity for a Senior Service Delivery Manager (HADECs) to join our team in Digital Operational Services. This role provides a superb opportunity to be a Senior Service Delivery Manager leading the delivery of essential roadside technology services that are critical to the delivery of a safe and reliable motorway and trunk road network. If you are passionate about service delivery, determined to succeed and want to develop new skills and grasp opportunities that will enable you to progress in the future, then we'd like to hear from you. You will be working with some of the 30,000 roadside assets (e.g. message signs and signals, emergency phones, CCTV, stopped vehicle detectors (SVD), speed enforcement) which enables National Highways to operate, maintain and develop our Strategic Road Network safely and efficiently for our customers who use it and our workforce who are deployed on it. Roadside Technology provides vital services to our seven Regional Control Centres, which in turn enables them to manage regular congestion, local incidents and area wide events. This is a hybrid role, requiring two days per week in the office, and can be based at any National Highways office location across the UK, with some travel to attend team meetings.

• Responsible for the operational performance of one or more roadside technology types. For this role it will primarily be Speed Enforcements (HADECs).
• Analysing the performance, controlling the risks and the issues of the roadside technology services (Speed Enforcement - HADECs) and directing resources to intervene and to achieve continuous service improvement.
• Taking a lead in the fault, event and problem management of the service.
• Working with Service design and procurement teams to ensure lessons learnt from operational experience are fed back up the asset life cycle.
• Improving performance by developing working relationships between end-users, the suppliers, the installers, asset managers and the maintainers.
• Responsible for the service management and robust financial management of contracts, monitoring, assuring and reporting, and leading in the fault, event and problem management of the service.
• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or a related discipline, with an ITIL qualification (preferably ITIL 4 or V5).
• Significant experience managing complex, business-critical IT or Operational Technology services within a large-scale operational environment.
• Experience of managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Strong understanding of incident, problem, event and service performance management principles.
• Ability to interpret complex technical and operational information and make informed decisions in ambiguous or fast-paced environments.

• Excellent communication skills with experience influencing senior stakeholders and presenting service performance information at executive level.

  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.

• The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.
• 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.