Service Delivery Manager

National Highways · Guildford

About the job.

National Highways have an excellent opportunity for a Service Delivery Manager to oversee the delivery of operations and maintenance delivery by the M25 and A249 DBFO contractors. You will ensure all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service.

You will monitor monthly performance data, support audits, review their submissions within the contractual deadlines, and support the management of incidents and engage with customers and stakeholders. Where performance falls short of requirements, you will work with contractors to ensure effective remedial action is taken. You will play a leading part in the monthly service delivery meetings and the Joint Operations Meeting, ensuring meetings effectively drive continuous performance improvement

This role will be based in our Guildford, Basingstoke or Maidstone offices, with regular travel to Guildford and to sites on the M25 and A249.

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 M25 and A249 DBFO contracts, identifying performance trends, risks and issues.
Analysing the root causes for performance issues and work with Service Delivery colleagues and supply chain to develop and implement remedial action plans.
Reviewing the contractor's annual Services Plan, routine maintenance and diversion plans, and comparing monthly activity against them, including the Watchman data and the monthly report.
Ensure the contractor's planned works are well integrated in the region’s overall programme, ensuring customer disruption can be minimised.
Monitor contractor performance to drive continuous improvement and innovation. Where performance falls short, work with contractors to ensure effective remedial action is taken and, where appropriate, contractual sanctions are applied.
Acting as the main point of contact for the contractor on emergency lane closures, emergency diversions and non-standard practices, and as the customer point of contact for Areas 5 and 34.

About you.

Strong understanding of relevant technical asset policies and strategies
Understanding of relevant supply chain contracts
Engineering degree or relevant technical qualifications / accreditations
Experience of Budget, Contract and supply chain management
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.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

We offer many different ways to work flexibly and we’re open to discuss part-time working, job shares, and flexible start and finish times.

Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

Our total reward package includes basic salary, the potential for a performance related bonus
Contributory pension scheme with employer contribution of up to 10%
Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
Life assurance of 4 times annual salary
Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
Community friendly – offering paid leave to volunteer, 3 days basic/year

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

Right to work check
3 year employment history references
DBS criminal record check
Social media and adverse journalism check
Driving licence check (if applicable)
Fit to work questionnaire (for all), followed by a medical check (if applicable)
Qualifications and/or professional membership check (if applicable)

And finally

We reserve the right to close before the advertisement expires.

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