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Service Delivery Manager
4 months ago
National Highways have an excellent opportunity for a Service Delivery Manager join our team in the North West region. The Service Delivery Manager will oversee and control the delivery of maintenance and repair works across the Region, ensuring all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service.
You will be required to drive as part of your role and you will need to have a full clean driving licence to be considered for this position and during employment.
What you’ll be leading on
Proactively manage supplier performance to agreed contractual service level agreements, technical, quality and safety standards, including the investigation of breaches of service level targets and service non-availability, with the instigation of remedial activities. Proactively track and monitor the performance of the assigned Route(s) or contract, identifying performance trends, risks and issues. Analyse the root causes for performance issues and work with colleagues and supply chain to develop and implement remedial action plans. Maintain the cyclical and reactive maintenance work plans for the designated Route(s) and ensure the delivery of planned works, controlling and approving spend against the budget, in line with agreed approvals and escalation processes. Ensure cyclical and reactive maintenance work plans are integrated in the region’s overall programme, ensuring customer disruption can be minimised. Manage any changes and the impact of unplanned and emergency works on plans, ensuring risks and dependencies are understood, managed, and communicated to all relevant stakeholders. Manage local customer engagement and communication activities, as required, working closely with colleagues and contractors to identify and address service delivery requests and concerns, providing feedback in a timely and customer focused manner.To be successful
Recognised academic qualification in a relevant highway engineering discipline. Proven experience in highway asset maintenance decision making, with good supplier management experience along with strong planning and project delivery skills. Good understanding of health and safety legislation and practices for works on high-speed roads. Strong computer literacy and familiar with MS Office programmes Extensive experience of providing quality customer and stakeholder liaison IOSH/SMSTS Managing Safety – desirableA bit about us
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.
