Head of Service Delivery

6 days ago

West Midlands, United Kingdom Highways England Full time

Your new role
Would you like to play a pivotal role in delivering and improving key services that keep our roads open for business in our largest geographical region?


As Head of Service Delivery for the Midlands, you'll co-ordinate maintenance and response services, guiding a range of teams and contractors invaluable to the day-to-day operation and safety of the region's road network.

This includes asset maintenance and repair, network access and occupancy and managing third-party suppliers and associated NEC contracts.


Passionate about continuous improvement, you'll be influential in our aspiration to be a centre of excellence in asset management and delivery, inspiring capability development across Operations and the wider business.

As part of the regional leadership team, you'll also help shape our overall strategy and promote our 'One Midlands' vision, bringing together and engaging diverse colleagues through embedding shared ways of working and best practice.


What you'll be leading on

  • Delivery of regional maintenance work plans to agreed outcomes, proactively managing impact of any changes, disruptions and amendments to service delivery
  • Planning and control of regional network occupancy, ensuring works scheduling and maintenance and response activities are delivered with mínimal impact on customers, optimising network availability
  • Ensuring resilience and service continuity through effective forward planning and management of events, winter/severe weather services and response to emergency situations
  • Promoting and embedding best practice service delivery, through continuous improvements to network monitoring and coordination of response services
  • Effective monitoring of supplier service delivery and performance and promptly resolving deviations, risks and issues to minimise service disruption
  • Promoting a consistent approach to asset data and information collection
  • Engaging, inspiring and managing diverse teams across organisational boundaries, nurturing a highperformance, peoplefirst culture that recognises and develops talent
  • Prioritising health, safety and wellbeing of our people in all service planning and delivery

To be successful

  • Collaborative, with the ability to lead, engage and inspire teams across boundaries towards a shared vision and ways of working
  • Proven maintenance and asset management knowledge/decision making ability
  • Effective stakeholder management and communication skills, including the ability to develop good supplier relationships
  • A commitment to a continuous improvement culture and developing capability

A bit about us
Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations.

We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.

**Want to know more?

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