Service Delivery Manager

National Highways have an excellent opportunity for a Service Delivery Manager to join our team based in the North West region. The role will instruct, oversee and control the delivery of roadside technology 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.

You will be required to drive as part of your role and you will need to have a full clean driving licence to be considered for this position and during employment. 

• Proactively manage 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 track and monitor the performance of the assigned Route(s) or contract scope, identifying performance trends, risks and issues.


• Maintain the cyclical and reactive maintenance work plans for the designated Route(s) and ensure the delivery of planned works, controlling and approving spend against the budget, in line with agreed approvals and escalation processes.


• Ensure cyclical and reactive maintenance work plans are integrated in the region’s overall programme, ensuring customer disruption can be minimised. 


• Manage any changes and the impact of unplanned and emergency works on plans, ensuring risks and dependencies are understood, managed and communicated to all relevant stakeholders.


• Manage local customer engagement and communication activities, as required, working closely with colleagues and contractors to identify and address service delivery requests, concerns, and feedback in a timely and customer focused manner.

About you

• Recognised academic qualification in a relevant highway engineering discipline.


• Good understanding of roadside technology asset requirements (traffic signals, variable message signs, CCTV etc.)


• Proven experience in highway asset maintenance decision making, quality customer and stakeholder liaison, and supplier management. 


• Good understanding of health and safety legislation and practices for works on high-speed roads and with electrical and technology assets.


• Strong computer literacy and familiar with MS Office programmes, along with strong planning and project delivery skills.

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.