Service Delivery Manager

National Highways; Warrington; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Performance related bonus

Pension up to 10% employer contrib.

Annual leave 26+ days

Hybrid working

Life assurance

Wellbeing support and EAP

Cycle to work scheme

Career development

Family friendly policies

Job summary

National Highways is seeking a Service Delivery Manager for the North West region. The role oversees roadside technology maintenance and repair works, ensuring safety, quality and customer service standards.

A full clean driving licence is required as travel between sites is essential. You will proactively manage supplier performance, track route metrics, and ensure plans align with the regional programme while minimising disruption to customers.

Qualifications

• Recognised academic qualification in a relevant highway engineering discipline.
• Good understanding of roadside technology asset requirements (traffic signals, variable message signs, CCTV etc).
• Proven experience in highway asset maintenance decision making, quality customer and stakeholder liaison, and supplier management.
• Good understanding of health and safety legislation and practices for works on high‑speed roads and with electrical and technology assets.

Responsibilities

• Proactively manage supplier performance to contractual SLAs, technical, quality and safety standards.
• Track and monitor performance of designated Route(s) or contract scope; identify trends, risks and issues.
• Maintain cyclical and reactive maintenance work plans and approve spend within budget.
• Ensure work plans are integrated in the region's programme to minimise customer disruption.
• Manage changes and emergency works, communicating risks to stakeholders.
• Lead local customer engagement and address service delivery requests in a timely, customer‑focused manner.

Skills

Customer service

Stakeholder liaison

Project planning

MS Office

Education

Academic qualification in highway engineering

Tools

MS Office

Job description

National Highways have an excellent opportunity for a Service Delivery Manager to join our team based in the North West region. The role will instruct, oversee and control the delivery of roadside technology maintenance and repair works across the Region, ensuring all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service. You will be required to drive as part of your role and you will need to have a full clean driving licence to be considered for this position and during employment.

• Proactively manage 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 track and monitor the performance of the assigned Route(s) or contract scope, identifying performance trends, risks and issues.
• Maintain the cyclical and reactive maintenance work plans for the designated Route(s) and ensure the delivery of planned works, controlling and approving spend against the budget, in line with agreed approvals and escalation processes.
• Ensure cyclical and reactive maintenance work plans are integrated in the region's overall programme, ensuring customer disruption can be minimised.
• Manage any changes and the impact of unplanned and emergency works on plans, ensuring risks and dependencies are understood, managed and communicated to all relevant stakeholders.
• Manage local customer engagement and communication activities, as required, working closely with colleagues and contractors to identify and address service delivery requests, concerns, and feedback in a timely and customer focused manner.
  Recognised academic qualification in a relevant highway engineering discipline.
• Good understanding of roadside technology asset requirements (traffic signals, variable message signs, CCTV etc.)
• Proven experience in highway asset maintenance decision making, quality customer and stakeholder liaison, and supplier management.
• Good understanding of health and safety legislation and practices for works on high-speed roads and with electrical and technology assets.
• Strong computer literacy and familiar with MS Office programmes, along with strong planning and project delivery skills.
  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. Why you should join us At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers. So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then you'll be a great fit for our organisation.

We offer many different ways to work flexibly and we're open to discuss part-time working, job shares, and flexible start and finish times. Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus
• Contributory pension scheme with employer contribution of up to 10%
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience
• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
• Community friendly - offering paid leave to volunteer, 3 days basic/year

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

• Right to work check
• 3 year employment history references
• DBS criminal record check
• Social media and adverse journalism check
• Driving licence check (if applicable)
• Fit to work questionnaire (for all), followed by a medical check (if applicable)
• Qualifications and/or professional membership check (if applicable)