Service Manager - Maintenance

Consortium; Banbury; Remote; GBP 52,000 - 70,000; Full time

Job summary

National Highways is seeking a Service Delivery Manager to oversee and control the delivery of maintenance and repair works across the East Region from Banbury or Bedford offices. The role requires driving duties with no more than three points and a focus on safety, quality and customer service.

You will manage supplier performance, develop remedial action plans, and align work plans with the regional programme, balancing cost, schedule and service targets in a dynamic 24/7 environment.

Qualifications

• Engineering degree or relevant technical qualifications/accreditations/experience
• Strong understanding of asset policies and related strategies
• Understanding of supply chain contracts
• Experience in budgeting, contracting and supply chain management
• Proven ability to operate in a fast-paced, 24/7 service delivery environment

Responsibilities

• Manage supplier performance against contractual SLAs, quality and safety targets.
• Proactively track performance across Routes or contract scope and identify issues.
• Analyse root causes of performance issues and implement remedial actions.
• Maintain cyclical and reactive maintenance plans and track costs.
• Ensure maintenance plans are integrated into the region’s programme to minimise customer disruption.

Skills

Driving licence

Stakeholder management

Budget management

Maintenance & operations

Safety compliance

Education

Engineering degree

Relevant technical qualifications

Tools

Contract management systems

Budgeting tools

Job description

Service Delivery Manager role overseeing maintenance and repair works in the East Region

Based in Banbury or Bedford offices

Requirement to drive; must have no more than 3 driving points

Responsibilities include managing supplier performance and developing remedial action plans

Applicants need an engineering degree or relevant technical qualifications

National Highways values: passion, integrity, safety, teamwork and ownership

National Highways have an excellent opportunity for a Service Delivery Manager to oversee and control the delivery of maintenance and repair works across the East Region. 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 in our Banbury / Bedford offices.

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, 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.

About you.

• Strong understanding of relevant technical asset policies and strategies
• Understanding of relevant supply chain contracts
• Engineering degree or relevant technical qualifications / accreditations / experience
• Experience of Budget, Contract and supply chain management
• Proven experience in a fast paced, 24/7 service delivery environment

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.