Assistant Service Delivery Manager
3 months ago
National Highways have an exciting opportunity for an Assistant Service Delivery Manager to oversee and support the delivery of highway maintenance in the Southwest region. This role will be based at our Bristol or Exeter office but will include a mix of regular travel within the region to sites, as well as office and home working.
As an Assistant Service Delivery Manager, you will be part of a team who are responsible for managing the performance of the Southwest Maintenance and Response (M&R) Contract, ensuring successful delivery of maintenance work adhering to time, cost & quality expectations. The routes you will cover are the M4 J15 to 22, M5 J20 to J9, M32, M48, M49, A40, A46 and A417.
What you’ll be leading on
Supporting Service Delivery Managers in the development of high-quality cyclical maintenance and repair plans in line with agreed business goals, outcomes, budget, and service level agreements. Performance reporting and monitoring of supplier delivery. Instructing and varying works and ensuring the delivery of planned works, tracking all associated costs. Support the control and approval of M&R routine maintenance and minor capital related spend, in line with agreed approvals and escalation processes. Proactively track and monitor service delivery performance, working closely with multiple teams across the region including Highway Inspectors, Traffic Officers and the Planning and Development teams. Manage local customer engagement and communication activities, as required, working closely with Service Delivery colleagues and contractors to identify and address service delivery requests, concerns, and feedback in a timely and customer focused manner. Support the management of 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.To be successful
Proven experience in a fast paced, 24/7 service delivery environment. Background of working in the highways sector with relevant technical, maintenance and design experience Strong planning and project delivery skills Excellent stakeholder management (including supplier/partner management) and communication skills, including customers. Recognised academic qualification in an Engineering discipline.A bit about us
Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.
In the Southwest we plan and deliver all maintenance activities on the network, drive efficiencies and improvement, respond to customer enquiries and to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.
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