Service Manager - Maintenance

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

Job summary

National Highways is seeking a Service Delivery Manager to oversee maintenance and repair work across the East Region from Banbury/Bedford. You will ensure all activities meet technical, quality and safety standards with a strong customer service focus.

You will drive delivery in a fast-paced, 24/7 environment and travel across routes as required. Responsibilities include managing supplier performance to SLAs, tracking contract scope, analysing issues and integrating maintenance plans with

Qualifications

• Engineering degree or equivalent technical qualification.
• Experience in budget, contract and supply chain management.
• Proven track record in fast-paced service delivery.
• Strong safety and quality standards knowledge.

Responsibilities

• Manage supplier performance to SLAs, quality and safety standards.
• Track and monitor performance of assigned routes or contract scope.
• Analyse root causes of performance issues and implement remedial actions.
• Maintain maintenance work plans and control costs.
• Integrate work plans with regional programme to minimise customer disruption.
• Demonstrate safety, integrity and ownership in daily operations.

Skills

Budget management

Contract management

Supply chain management

Root cause analysis

Customer service focus

Stakeholder communication

Education

Engineering degree

Technical qualifications

Job description

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.
  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
  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.