Digital Service Manager – Operational Technology

1 month ago

Manchester, United Kingdom findajob.dwp Full time
Digital Services Manager – Operational Technology

Hybrid - Birmingham / Manchester / Leeds / Bristol – with some travel


Are you ready to lead the charge in transforming our digital landscape? As the Digital Service Manager for National Highways, you'll be at the forefront of our digital revolution, steering the strategy, design, operation, and continuous enhancement of our critical digital services.

This is not just a role; it's an opportunity to make a significant impact on the nation's infrastructure.


Leading a strong team of service delivery professionals, you'll be accountable for the tactical and strategic operation of the service and escalation ownership and will be working with key technical and senior stakeholders across the organisation.


Join us and be a driving force in revolutionizing how National Highways leverages digital services to build a smarter, safer, and more efficient future.

If you're passionate about digital transformation and ready to take on a pivotal leadership role, we want to hear from you

Apply Now and become a key player in shaping the digital future of National Highways.


This is a hybrid role which can be based from one of the following National Highways offices - Birmingham, Manchester, Leeds or Bristol (40% office based) and will include some travel.

What you'll be leading on

Contribute to creating and reviewing a systems capability strategy which meets the business's strategic requirements and aligns to the performance objectives leading sourcing strategies and plans balancing costs, efficiencies, and service quality
Build long-term, strategic relationships with senior stakeholders (internal and external) acting as a single point of contact for senior stakeholders
Lead on business planning, financial forecasting and financial performance for the nominated digital service, and is accountable for commercial communications, supporting negotiations and the management of service relationships with suppliers
Support service capability leads in establishing an end-to-end view for SLA to allow negotiating and managing service level agreements (SLAs) within each tower of capability internal or external customers to ensure that service delivery meets the requirements to support the ideal end to end service performance

Develop and oversee service measurement, monitoring service performance metrics and KPIs to ensure that service delivery meets or exceeds defined targets and expectations across the end-to-end service.

UX (user experience)
Own the management of internal capability and supplier service critical incidents and problems, ensuring timely resolution, and minimizing the impact on customers
Implement and ensure adherence to the service specific governance arrangements to enable governance activity to be conducted in accordance with the wider Governance Framework and guardrails

To be successful you'll need

Experience in service design and service management together with managing operational environments with both technical engineers and external suppliers
Experience of leading teams in complex environments, commercial, contractual, and full-service management, and managed service environments
Accreditation is desired in ITIL 3 or above in the following areas: ITIL 4 Foundation, ITIL 4 Leader: Digital and IT Strategy, ITIL 4 Specialist: Drive Stakeholder Value (DSV)

ITIL 4 Strategist:
Direct, Plan and Improve (DPI)
Successful management of complex matrix and multi-supplier environments to improve supplier delivery and performance
Proven experience of both contractual negotiation and commercial acumen with the ability to support in tender and contractual negotiations or breaches and able to highlight and secure funding for delivery of innovation and improvements
Technical solution architecture experience allowing for an understanding of the core system architecture of solutions

A bit about us


The Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme.

We are helping to transform the way National Highways operates by delivering digital, data and technology services from frontline to back office, in a modern and efficient way.

Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this.

We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

Want to know more?

To request a copy of the role profile, please contact quoting reference number 5341

About Us

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this.

We're proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.


So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you'll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways.

For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

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