Service Delivery Manager | Client-Side | Infrastructure

Macdonald & Company; United Kingdom; On-site; GBP 60,000 - 90,000; Full time

Job summary

Macdonald & Company seeks a Client-Side Service Delivery Manager to oversee highway maintenance, capital works, and contractor performance within the South West. The role moves you toward a strategic oversight position, ensuring safe, compliant service delivery and value through contracted partners.

You will monitor KPIs, manage relationships with contractors, and coordinate with internal teams to optimise asset performance and programme delivery.

Qualifications

• Significant experience within highways maintenance, civil engineering, infrastructure or asset management.
• Strong technical understanding of highway assets and maintenance requirements.
• Experience managing contractors and monitoring service delivery performance.
• Knowledge of NEC contracts and performance management.
• Understanding of CDM regulations, construction assurance and design review processes.
• Strong communication, stakeholder management and problem-solving skills.
• Full UK driving licence and willingness to travel throughout the South West.
• Membership of a relevant professional body (MICE, MIHE or MCIHT).

Responsibilities

• Manage contractor and supplier performance against contractual KPIs and service delivery targets.
• Oversee maintenance, repair and capital investment programmes across the region.
• Monitor operational performance, identifying risks and opportunities for improvement.
• Support NEC contract management, mobilisation and transition activities.
• Ensure compliance with CDM regulations, health and safety legislation and construction assurance standards.
• Manage maintenance planning, programme reviews and expenditure reporting.
• Build effective relationships with contractors, stakeholders and internal operational teams.

Skills

Contractor management

Performance management

Highways maintenance

NEC contracts

CDM regulations

Stakeholder management

Problem solving

Communication

Travel willingness

Driving licence

Professional body membership

Education

IOSH Managing Safety

CSCS Managers Certification

Job description

Service Delivery Manager | Client-Side | Infrastructure

An opportunity has arisen for a Client-Side Service Delivery Manager to join an established infrastructure organisation, overseeing the performance and delivery of maintenance, repair and capital investment programmes across the South West

You will take responsibility for managing contractor performance, overseeing service delivery and ensuring maintenance and capital works are delivered safely, efficiently and in line with contractual requirements.

This is an opportunity to move away from the direct delivery environment and take a more strategic role overseeing contractors, managing infrastructure assets and driving service delivery standards.

Key Responsibilities

• Manage contractor and supplier performance against contractual KPIs and service delivery targets.
• Oversee maintenance, repair and capital investment programmes across the region.
• Monitor operational performance, identifying risks and opportunities for improvement.
• Support NEC contract management, mobilisation and transition activities.
• Ensure compliance with CDM regulations, health and safety legislation and construction assurance standards.
• Manage maintenance planning, programme reviews and expenditure reporting.
• Build effective relationships with contractors, stakeholders and internal operational teams.

About You

• Significant experience within highways maintenance, civil engineering, infrastructure or asset management.
• Strong technical understanding of highway assets and maintenance requirements.
• Experience managing contractors and monitoring service delivery performance.
• Knowledge of NEC contracts and performance management.
• Understanding of CDM regulations, construction assurance and design review processes.
• Strong communication, stakeholder management and problem-solving skills.
• Full UK driving licence and willingness to travel throughout the South West.
• IOSH Managing Safety.
• CSCS Managers Certification.
• Membership of a relevant professional body (MICE, MIHE or MCIHT).