Senior Regional Service Delivery Manager

4 weeks ago

Birmingham, United Kingdom National Highways Full time

Job Title: National Roads Telecommunications Service, Senior Regional Service Delivery Manager

Your New Role:

We have an exciting opportunity to join the National Roads Telecommunications Service team within our Digital Services directorate. To help keep our roadside operational technology & Regional Operations Centres connected, - we are seeking a dynamic and experienced telecommunications professional who can blend aspects of Service Management and Business Relationship Management together into a unique and rewarding role.

Working closely with the National Roads Telecommunications Service (NRTS) service provider, you will oversee the delivery of telecommunications services to a wide range of regional & national projects. These could range from regional projects renewing technology or stretch to large, complex infrastructure projects. Building a detailed knowledge of the services for which you are accountable, you will act as a point of contact across diverse internal & external stakeholders to support the business in delivering investments in the Strategic Road Network, resolving challenges faced today and helping to deliver the new services and technology of the future.

What you'll be leading on:

  • Oversee the delivery of telecommunications services, ensuring they meet agreed-upon service levels and performance metrics. Reviewing and approving all scheme designs, pricing and that they are deployed in line with technical and contractual requirements.
  • Manage incident, problem, and change management processes in accordance with ITIL practices, and potentially act as a team lead for these ITIL practice areas. Coordinate with technical teams to resolve service issues promptly and effectively.
  • Build and maintain strong relationships with key clients, acting as the primary point of contact for all service-related inquiries. Understand client business needs and objectives and align telecommunications services accordingly.
  • Conduct regular client meetings to review service performance, address concerns, and identify opportunities for service enhancements. Represent NRTS at various forums and stakeholder meetings.

To be successful you'll need;

  • Experience working in complex technical, commercial and contractual services. Ability to communicate positive and negative information and apply innovative approaches to problem solving.
  • Experience of successfully supporting projects and able to work within a programme.
  • Service delivery management in a technology driven environment. Able to write service designs, engage with a wide variety of stakeholders.
  • Demonstrate an understanding of policy, legislative, regulatory and operational documentation and the importance of these documents.
  • ITILv3 or ITIL v4 practitioner or significant demonstrable equivalent experience. Project and program management practitioner level such as Prince 2, SAFE, MSP etc or equivalent demonstrable experience.
  • Degree qualification or significant demonstrable experience in a relevant technical area: electrical engineering, telecommunications, traffic technology, computer systems or related technologies.

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 and technology 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 intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.

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