Service Delivery Manager - Maintenance

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

Job summary

National Highways is seeking a Service Delivery Manager for the South West Operations to oversee maintenance, repair and capital investments across the South West network. You will work with contractors and internal teams to ensure service delivery, programme planning and contract compliance.

The role requires highways sector experience, strong asset knowledge and proven contractor management skills, with a focus on safety, performance, and value for money.

Qualifications

• Experience in highways maintenance, infrastructure or asset management.
• Strong knowledge of highway assets and maintenance requirements to support technical decisions.
• Proven track record of managing contractors, suppliers and service delivery performance.
• Familiarity with NEC contracts and performance management processes.
• Experience with CDM regulations and construction assurance.

Responsibilities

• Proactively manage supplier and contractor performance against KPIs and service delivery targets.
• Monitor and analyse route, maintenance and repair performance to identify trends and improvement opportunities.
• Support management of cyclical, reactive and capital maintenance programmes.
• Ensure works comply with CDM, health and safety legislation and National Highways standards.
• Manage maintenance planning activities and support annual programme reviews.
• Support NEC contract management activities, including transitions and mobilisation.
• Collaborate with regional operational teams and supply chain partners on stakeholder engagement.
• Monitor expenditure and budget performance to ensure value for money.

Skills

Stakeholder management

Contract management

Performance management

Programme planning

CDM compliance

Health and safety

Analytical skills

Education

Civil Engineering degree

Tools

NEC contracts

Job description

National Highways has an exciting opportunity for a Service Delivery Manager to join our South West Operations team.

This is a key regional role supporting the delivery of maintenance, repair and capital investment activities across the South West network. Working closely with contractors, stakeholders and internal teams, you will play an integral part in ensuring service delivery performance, programme management, contract compliance and operational excellence across the region.

The successful candidate will support the ongoing management of the current maintenance and repair contract, while also contributing to the transition into future NEC4 and M&R2 contract arrangements. You will be involved in performance management, reporting, maintenance planning, capital expenditure delivery, CDM compliance and construction assurance activities. This role is ideally suited to someone with a strong highways background who combines technical asset knowledge with service delivery, contractor management and programme planning experience.

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.

Key Responsibilities

• Proactively manage supplier and contractor performance against contractual KPIs, technical requirements and service delivery targets.
• Monitor and analyse route, maintenance and repair performance, identifying trends, risks and opportunities for improvement.
• Support the management of cyclical, reactive and capital maintenance programmes across the region.
• Ensure all works are delivered in accordance with CDM requirements, health and safety legislation and National Highways standards.
• Manage maintenance requirements planning activities and support annual programme reviews.
• Support NEC contract management activities, including future contract transition and mobilisation programmes.
• Manage stakeholder engagement activities and work collaboratively with regional operational teams and supply chain partners.
• Monitor expenditure, budget performance and programme delivery to ensure value for money and operational efficiency.

About You

• Significant experience within highways maintenance, infrastructure, civil engineering or asset management environments.
• Strong understanding of highway assets and maintenance requirements, with the ability to make informed technical decisions.
• Experience managing contractors, suppliers and service delivery performance in a complex operational environment.
• Knowledge of NEC contracts and performance management processes.
• Experience of CDM regulations, construction assurance and design review processes.
• Strong stakeholder management, problem-solving and communication skills.
• Civil Engineering qualification or degree is desirable; however, substantial highways experience will also be considered.
• Full UK Driving Licence.
• IOSH Managing Safety.
• CSCS Managers Certification
• Membership of a relevant professional body such as MICE, MIHE or MCIHT.
• Experience working with Tier 1 highways contractors or client-side highways organisations.

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 receive the best possible experience when using our roads. We plan and deliver maintenance activities, manage supplier performance, respond to incidents and continuously improve the network for the millions of road users who rely on it every day.

This role provides an exciting opportunity to join the South West team during a significant period of investment and change, helping to shape future service delivery arrangements while maintaining the safe and effective operation of the network.

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.