Overview
National Highways have an opportunity for a Service Delivery Manager to oversee and control the delivery of maintenance and repair works across the North West Region. The role ensures all activities, whether routine or reactive, meet the required technical, quality and safety standards with a strong focus on customer service. This position is based at our Warrington office. A valid driving license is required, and you will need to have no more than 3 penalty points to be considered for this position and during employment.
Responsibilities
* Manage supplier performance to agreed contractual service level agreements, technical, quality and safety standards, including investigation of breaches of service level targets and service non-availability, and instigation of remedial activities.
* Proactively track and monitor the performance of the assigned contract scope, identify performance trends, risks and issues.
* Analyse root causes for performance issues and work with colleagues and the supply chain to develop and implement remedial action plans.
* Oversee cyclical and reactive maintenance work plans for the designated Routes and ensure delivery of planned works while minimising customer disruption. This may include supporting the on-call rota and occasional nighttime site visits.
* Manage local customer engagement and communication activities, working closely with colleagues and contractors to address service delivery requests and concerns, providing feedback in a timely and customer-focused manner.
* Demonstrate a strong understanding of relevant technical asset policies and strategies.
* Demonstrate understanding of relevant supply chain contracts, and experience of budget, contract and supply chain management.
* Provide quality customer and stakeholder liaison.
* Hold an engineering degree or relevant technical qualifications/accreditations.
* Have proven experience in a fast-paced, 24/7 service delivery environment.
About 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 our values are passion, integrity, safety, teamwork and ownership.
Operations are at the heart of keeping the strategic road network moving, addressing over 39,000 customer enquiries each month, planning and delivering maintenance activities, driving efficiencies, and responding to incidents across 4,500 miles of motorways and major A-roads. We are committed to creating a diverse environment and welcome applicants from all backgrounds.
Why join us
We offer flexible working options and are open to discussing part-time arrangements, job shares, and flexible start and finish times. Details will be discussed at interview stage.
Benefits
* Total reward package includes basic salary and potential for a performance-related bonus.
* Contributory pension scheme with employer contribution up to 10%.
* Annual leave starting at 26 days (plus Bank Holidays), rising up to 31 days with service.
* Flexible hours and hybrid working.
* Life assurance of 4 times annual salary.
* Health and wellbeing support, including an Employee Assistance Programme (24/7) and access to a wellbeing app; occupational health and flu vaccines.
* Cycle to work scheme.
* Significant investment in career development, including learning and development, coaching, mentoring and on-the-job experience.
* Family-friendly policies with enhanced maternity/paternity leave and pay, shared parental leave, adoption leave, and access to financial support for holiday play schemes plus paid special leave (up to 5 days per year).
* Discounts platform with access to over 3,000 discounts; financial wellbeing programme.
* Paid leave to volunteer (up to 3 days per year).
Pre-employment checks
If you are successful, offers of employment are subject to satisfactory completion of pre-employment checks: Right to work, three years of employment history references, DBS check, social media and adverse journalism check, driving licence check (if applicable), fit-to-work questionnaire (and medical check if applicable), and qualifications/professional membership checks (if applicable).
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