Service Delivery Manager; M&R

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About the job.

National Highways have an excellent opportunity for a Service Delivery Manager to oversee and control the delivery of highway asset maintenance and repair works across 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.

This role will be based out of our Warrington office.

Please note that you will be required to drive as part of your role, and you will need to have no more than 3 points to be considered for this position and during employment.

• Managing 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 tracking and monitoring the performance of the assigned contract scope, identifying performance trends, risks and issues.
• Analysing the root causes for performance issues and work with colleagues and supply chain to develop and implement remedial action plans.
• Overseeing the cyclical and reactive maintenance work plans for the designated Routes and ensuring the delivery of planned works whilst minimising customer disruption. This may include supporting the on-call rota and occasional nighttime site visits.
• 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.

About you.

• Strong understanding of relevant technical asset policies and strategies
• Understanding of relevant supply chain contracts, and experience of budget, contract, performance and supply chain management
• Proven experience in highway asset maintenance decision making with strong planning and project delivery skills.
• Experience of providing quality customer and stakeholder liaison.
• Proven experience in a fast paced, 24/7 service delivery environment

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

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.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond 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.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.

Mid-Senior level

Full-time

Other

Government Administration