Contract and Performance Team Leader

6 months ago

Birmingham, United Kingdom National Highways Full time

**Your new role**

As a Contract and Performance Team Leader, you’ll ensure the operational performance and associated Service Level Agreements of our National Traffic Information Service.

You will oversee the requirements of the contract and ensure that any changes required under the contract continue to deliver the operational service in line with our key strategic objectives, to meet evolving user needs and create an excellent customer experience.

**What you’ll be leading on**
- Ensure the performance of the Service Provider, whilst ensuring that National Highways meet their own obligations, through the effective management of the supplier relationship and contract and support functions.
- Lead, manage and improve the National Traffic Information Service to deliver a service that aligns with customer and digital strategies and user needs.
- Maintain effective working relationships with service providers senior members and other stakeholders within and outside National Highways regarding contractual performance issues.
- Ensure that the Governance of the contract is met and maintained through the management of regular governance meetings, maintenance of records and management of performance.
- Oversee the financial management regime, including liaison with National Highways finance team, to ensure appropriate financial reporting, payments and receipts and authorisation of financial penalties under the service credit regime.
- Ensure the contract remains aligned to operational need, National Highways business plan and strategic goals through identifying changes to requirements in close liaison with the procurement team, customer feedback and digital services and managing the change control process, including negotiation with suppliers.
- Ensure customer feedback and requests for strategic signing are managed and monitored by the Operational Planning team, feedback is reviewed, and continuous service improvements are considered and implemented when required.
- Provide team leadership and management, supporting and developing performance and managing resources to ensure delivery, knowledge and competence is maintained.

**To be Successful**
- Demonstrable experience in managing a complex IT contract.
- Excellent communicator with strong evidence of working in collaboration with multiple stakeholders, both internal and external
- Proven team leader, who is passionate about customer service and able to lead a team to deliver a range of customer facing projects
- Evidence to support maintaining delivery in a challenging environment
- Flexible and adaptable in approach, always looking for efficiencies and continuous improvement and an ability to bring team members along on the change journey
- Strong focus on health, safety and wellbeing of employees, delivering high levels of employee engagement and overall employee satisfaction

**A bit about us**

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.

**Want to know more?

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