Senior Service Delivery Manager

Hybrid role with two days per week in the office

Senior Service Delivery Manager leading CCTV roadside technology services

Requires degree in Engineering, Telecommunications, or related discipline and ITIL qualification

Experience in managing complex IT or Operational Technology services

Emphasis on safety-critical environments and decision-making support

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.

National Highways have an excellent opportunity for a Senior Service Delivery Manager (CCTV) to join our team in Digital Operational Services. This role provides a superb opportunity to be a Senior Service Delivery Manager leading the delivery of essential roadside technology services that are critical to the delivery of a safe and reliable motorway and trunk road network. If you are passionate about service delivery, determined to succeed and want to develop new skills and grasp opportunities that will enable you to progress in the future, then we'd like to hear from you.

You will be working with some of the 30,000 roadside assets (e.g. message signs and signals, emergency phones, CCTV, or speed enforcement) which enables National Highways to operate, maintain and develop our Strategic Road Network safely and efficiently for our customers who use it and our workforce who are deployed on it. Roadside Technology provides vital services to our seven Regional Control Centres, which in turn enables them to manage regular congestion, local incidents and area wide events.

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.

• Responsible for the operational performance of one or more roadside technology types. For this role it will primarily be CCTV.
• Analysing the performance, controlling the risks and the issues of the roadside technology services (CCTV) and directing resources to intervene and to achieve continuous service improvement.
• Taking a lead in the fault, event and problem management of the service.
• Working with Service design and procurement teams to ensure lessons learnt from operational experience are fed back up the asset life cycle.
• Improving performance by developing working relationships between end-users, the suppliers, the installers, asset managers and the maintainers.
• Responsible for the service management and robust financial management of contracts, monitoring, assuring and reporting, and leading in the fault, event and problem management of the service.
• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or a related discipline, with an ITIL qualification (preferably ITIL 4 or
  5).
• Significant experience managing complex, business-critical IT or Operational Technology services within a large-scale operational environment.
• Experience of managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Strong understanding of incident, problem, event and service performance management principles.
• Proven experience delivering measurable service improvements through data analysis, stakeholder engagement and supplier management.
• Ability to interpret complex technical and operational information and make informed decisions in ambiguous or fast-paced environments.

• Degree in Engineering, Telecommunications, Operational Technology, Information Technology or a related discipline, with an ITIL qualification (preferably ITIL 4 or
  5).
• Significant experience managing complex, business-critical IT or Operational Technology services within a large-scale operational environment.
• Experience of managing technology services that support operational decision-making, infrastructure operations or safety-critical environments.
• Strong understanding of incident, problem, event and service performance management principles.
• Proven experience delivering measurable service improvements through data analysis, stakeholder engagement and supplier management.
• Ability to interpret complex technical and operational information and make informed decisions in ambiguous or…