Lead Delivery Manager

6 days ago

Birmingham, United Kingdom National Highways Full time

Your new role

As Lead Delivery Manager of AIMS and EOS at National Highways you’ll be empowered and accountable for the effective delivery of a critical and complex service delivering Support and Service Management across the Operations team and our roadside assets. Withfocus on delivering excellent levels of customer experience and with strong communication skills to engage with senior stakeholders you will be key to driving improvements and helping us to keep the public safe.

What you’ll be leading on
- Ownership of the service to ensure that it is delivered to the highest possible standard, driving quality and standards to improve service and guarantee customer safety.
- Ongoing analysis and review of the service to ensure that areas for improvement are identified, recorded and targeted for specific actions
- Engaging with stakeholders and Suppliers to ensure that new and enhanced products and services have the right service support arrangements in place to ensure benefits are realised and add value to the business.
- Escalation for issues and problems across the service, ensuring that they are actioned and do not continue to impact on service delivery.
- Critical decision making to identify, record and deliver process innovation and improvement.
- Coaching and mentoring of Service Delivery Managers.
- Participate in skills gap analysis to identify key areas of project/programme management skills that need to be developed, ensuring the right skills are successfully transferred to team members and colleagues.
- Work with suppliers and other Directorates to ensure that all programmes/projects deliver best value and maximise benefits to customers, both during delivery and following completion.
- Support and lead on medium to large scale IT projects to reach agreed business and strategic benefits and contribute to the management of contract compliance and risk in an effective way.
- Reporting of Service successes, metrics, assessment and performance to the business.
- Takes responsibility for issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes.

To be successful you should have:

- An absolute focus on providing an excellent customer experience and ensuring safe practices and ways of working across your service.
- Broad experience across a range of products and services, throughout the entire lifecycle of service delivery.
- Experience developing a wide ranging of technologies including operational systems with safety related functions to business-critical systems.
- The ability to deliver an efficient customer service, or support delivery of projects though a project office function Delivery within a complex supply chain environment.
- Successfully managing contentious issues/dispute resolution.
- Engaged constructively with suppliers, including them in meetings when appropriate.
- Managed workflows by adapting systems and working methods to improve performance.
- Analyse and presented information in a way that influences others to accept the key conclusions.
- Identifies the potential longer-term impact of present-day activities on the future.
- Confidently challenges current ways of working and offers constructive suggestions for improvement.

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 andtechnology 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 intelligentvehicle and transport systems as they develop, to improve journey safety and reliability. ?

And we are:

- Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
- Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
- Community friendly - offering paid leave to volunteer, 3 days basic/year plus an extra 3 days to support the national Covid effort
- Right to work check
- 3 year employment history references
- DBS criminal record check
- Social media and adverse journalism check
- Driving licence check (if applicable)
- Fit to work questionnaire (for all), followed by a medical check (if applicable)

And finally

And finally we reserve the right to close before the advertisement expires

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