Full-time Lead Service Delivery Manager, National Highways

About the job.

As part of the development of our Digital Services function, we are recruiting

to strengthen internal digital capability within Cyber Security, Digital

Operational Services, and Digital Corporate and Shared Services. These roles are

central to building sustainable in-house expertise that supports the management,

development and delivery of digital solutions across the transport network.

As Lead Service Delivery Manager at National Highways, you will be accountable

for the effective delivery of coordinated ITIL Service Management practices

across our Corporate IT estate and operational environments. Working closely

with our Service Management provider, senior stakeholders, suppliers and

colleagues across the organisation, you’ll drive service quality, continuous

improvement and excellent customer experience, helping us deliver safe and

reliable services.

This is a hybrid role, requiring two days per week in the office, and can be

based at any National Highways office location across the UK, with some travel

to attend team meetings.

• Lead the relationship with our Service Management provider, establishing
• effective ways of working and strong relationships across teams and
• suppliers.
• Own service delivery, driving quality, performance and continuous improvement
• while ensuring effective service support arrangements are in place.
• Establish effective service reporting and use performance information,
• insight and analysis to identify and deliver improvement opportunities.
• Lead the escalation and resolution of service issues and problems,
• proactively identifying risks and ensuring they are addressed to minimise
• impact on service delivery.
• Support and lead medium to large-scale IT projects, technical governance and
• service improvements, ensuring business benefits, value, compliance and risk
• requirements are achieved.
• About you.
• Strong experience applying the ITIL framework within a complex service
• delivery environment, with a focus on consistent processes and effective
• governance.
• Broad experience across products and services throughout the full-service
• delivery lifecycle, including business-critical and operational systems.
• Proven experience managing suppliers and stakeholders within a complex supply
• chain environment, including resolving contentious issues and technical
• disputes.
• Strong analytical, communication and influencing skills, with the ability to
• present information clearly and use insight to support effective
• decision-making.
• A proven commitment to customer experience, continuous improvement and safe,
• effective ways of working, with the confidence to challenge existing
• approaches constructively.
• 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.
• The Digital Services Directorate is helping to reshape the way National Highways
• operates by delivering digital, data, and technology services across all areas,

from frontline to back office, in a modern and efficient manner. Our vision is

to develop integrated information and technology that empowers our colleagues

and provides real-time information to our customers, as well as integrating with

intelligent vehicle and transport systems as they evolve, to enhance journey

safety and reliability.

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.