Service Delivery Manager

Job Description

Your new roleAs a Service Manager within our Digital Services directorate, youll be responsible for supporting our senior Service Deliver Managers with our portfolio of roadside services such as: CCTV, Message Signs, lane Signalling, Roadside telephones, and vehiclemonitoring including stopped vehicle detection, queue detection systems and speed enforcement systems. Youll be supporting the delivery of services to our seven regional operation centres, ensuring roadside services allow the centres operators to maintaintraffic flow and manage incidents, and keep road-users safe and feeling safe effectively and efficiently. Youll also be supporting service management across multiple services to ensure service availability and performance.What youll be leading onResponsible for supporting senior service delivery managers with: Incident management; Problem management, and; Event management - to ensure asset availability and service availability are maintained at high levels. You will engage with stakeholders andthe Service Delivery Managers to ensure processes to restore services are adequately supported, resourced and appropriately prioritised.Supporting investigative work into problems and opportunities to improving processes, collecting information and conducting analysis to inform the creation of recommendations for improvements. You will have the ability to use large amounts of conflicting dataand use it to produce insights and information.Developing a broad understanding of the technologies used at the roadside.Supporting the collation and presentation of performance reports of roadside services.Taking sole responsibility for the service management of a less complex service which has a simple service design model.Supporting a lead service delivery manager with medium and long-term major incidents and asset failure investigations.To be successfulStrong customer focus and service-oriented thinkingA track history of self-improvementStrong safety awareness and risk safety risk management A HND or equivalent or significant experience in/of technology or engineering.ITIL3 or 4 foundation certification with at least 6 months application, or, at least 24 months frontline experience in a IT service management environment.A genuine interest in either any branch of engineering, computing or transportation.A bit about usThe Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data andtechnology services from frontline to back office, in a modern and efficient way. Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligentvehicle and transport systems as they develop, to improve journey safety and reliability.Why you should join usAt 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. Were proud that as an organisation we are continually striving to dobetter 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 youll be a great fit for our organisationAbout UsWhy you should join usAt 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. Were proud that as an organisation we are continually striving to dobetter 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 youll be a great fit for our organisation.An informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and were 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 packageOur total reward package includes basic salary, the potential for a performance related bonusContributory 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 blended working between base location/homeLife assurance of 4 times annual salaryHealth 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 vaccinesA cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travelSignificant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience.