Service Delivery Manager
2 days ago
National Highways is seeking a skilled Service Delivery Manager to oversee the delivery of roadside technology maintenance and repair works across the North West region. The successful candidate will ensure that all activities meet the required technical, quality, and safety standards, with a strong focus on customer service.
Key Responsibilities:
- Proactively manage supplier performance to agreed contractual service level agreements, technical, quality, and safety standards.
- Track and monitor the performance of assigned routes or contract scope, identifying performance trends, risks, and issues.
- Maintain cyclical and reactive maintenance work plans for designated routes and ensure the delivery of planned works, controlling and approving spend against the budget.
- Ensure cyclical and reactive maintenance work plans are integrated in the region's overall programme, minimizing customer disruption.
- Manage changes and the impact of unplanned and emergency works on plans, ensuring risks and dependencies are understood and communicated to stakeholders.
- Manage local customer engagement and communication activities, working closely with colleagues and contractors to address service delivery requests, concerns, and feedback.
Requirements:
- Recognized academic qualification in a relevant highway engineering discipline is desirable.
- Good understanding of roadside technology asset requirements.
- Proven experience in highway asset maintenance decision making, with good supplier management experience and strong planning and project delivery skills.
- Good understanding of health and safety legislation and practices for works on high-speed roads and with electrical and technology assets.
- Strong computer literacy and familiar with MS Office programmes.
- Extensive experience of providing quality customer and stakeholder liaison.
- IOSH/SMSTS Managing Safety - desirable.
About National Highways:
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.
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