Service Manager

Purpose of the Role

To provide strategic leadership and operational management for all aspects of parking services, including staff management, on- and off-street parking, civil parking enforcement, and moving traffic enforcement. The postholder will proactively advise and support the Network Manager and Head of Highways & Transport in shaping policy, service development, and the delivery of statutory obligations.

• Develop, maintain, and deliver the Council's Parking Strategy in line with the Local Transport Plan and all relevant statutory guidance.

• Ensure the Council meets its obligations under all relevant legislation governing parking, enforcement, and traffic management.

• Manage, monitor, and review performance of parking contractors, ensuring compliance with DfT guidance, customer service expectations, and regulatory requirements.

• Lead on the development, procurement, and management of all parking contracts in collaboration with corporate support services.

• Oversee the performance, development, and maintenance of all parking IT systems, including enforcement technology, customer portals, and associated parking assets (ICT systems, signs, lines, cameras, pay & display machines).

• Manage parking operations across all off-street car parks, including multi-storey and surface sites.

• Work closely with internal teams to ensure Traffic Regulation Orders, lines, signs, and related infrastructure are enforceable and compliant.

• Support the development and expansion of EV charging infrastructure aligned with the Council's Climate Change Strategy.

• Develop, monitor, and report on local and corporate performance indicators for parking services.

• Lead and manage the Parking Team, ensuring high performance, staff development, and continuous improvement.

• Produce the annual Service Plan and Annual Parking Report.

• Conduct regular 1:1s, performance reviews (PDRs), monitoring of sickness absence, and succession planning.

• Advise and engage Cabinet members on policy development, consultations, key service projects, and operational matters.

• Support democratic processes by preparing reports for Cabinet and Scrutiny, providing professional advice, and attending Committee meetings with senior officers.

• Communicate service risks, political sensitivities, and emerging issues clearly and promptly.

• Take full responsibility for managing parking budgets, including forecasting, income/expenditure monitoring, and addressing variances.

• Contribute to the Council's Medium Term Financial Strategy through accurate financial planning and control.

• Significant experience as a Parking subject matter expert within a Local Authority environment.

• Proven track record in staff management, team-building, and leading multi-disciplinary teams.

• Experience of managing substantial budgets and delivering value for money.

• Demonstrable experience with parking IT systems and MS Office applications.

• Excellent communication and interpersonal skills, capable of motivating teams and building strong partnerships.

• Strong strategic thinking with the ability to influence decision-making and add value through expert subject knowledge.

• High-level analytical, planning, data interpretation, benchmarking, and project management skills.

• Clear, logical decision-making with the ability to operate effectively under pressure.

• Exceptional written communication skills, including report writing, presenting, and simplifying complex information for different audiences.

• Ability to navigate political environments and provide accurate advice to Members and senior stakeholders.

• Strong understanding of the Highways Act, Traffic Management Act, and all relevant parking and enforcement legislation.