Assistant Service Delivery Manager

Job Description

Your new role

National Highways have an exciting opportunity for an Assistant Service Delivery Manager to oversee and support the delivery of maintenance in the Northeast region. This role will be based at either our Wakefield or Leeds office but will include a mix of regular travel within the region to sites, as well as office and home working.

As an Assistant Service Delivery Manager, you will be part of a team who are responsible for managing the performance of the Yorkshire and Humberside Maintenance and Response (M&R) Contract, ensuring successful delivery of maintenance work adhering to time, cost & quality expectations.

What you’ll be leading on

  • Supporting Service Delivery Managers in the development of high-quality cyclical maintenance and repair plans (including roadside technology) in line with agreed business goals, outcomes, budget, and service level agreements.
  • Performance reporting and monitoring of supplier delivery. 
  • Instructing and varying works and ensuring the delivery of planned works, tracking all associated costs.
  • Support the control and approval of M&R routine maintenance and roadside technology related spend, in line with agreed approvals and escalation processes.
  • Proactively track and monitor service delivery performance, working closely with multiple teams across the region including Highway Inspectors, TOC team and the Planning and Development teams.
  • Manage local customer engagement and communication activities, as required, working closely with Service Delivery colleagues and contractors to identify and address service delivery requests, concerns, and feedback in a timely and customer focused manner.
  • Support the management of 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.

To be successful

  • Proven experience in a fast paced, 24/7 service delivery environment.
  • Experience using work instruction systems (e.g. Confirm, Oracle) and using spreadsheets (e.g. excel) to assess and report data
  • Asset management decision making (capital investment, lifecycle costs, value optimisation, service & availability optimisation, social & economic knowledge) – desirable.
  • Strong planning and project delivery skills
  • Supplier/partner management experience
  • Excellent stakeholder management and communication skills, including customers.
  • Qualification or background in highways – desirable

A bit about us

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.

Want to know more?

To request a copy of the role profile, please contact quoting reference number #5356


Why you should join us

At 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. We’re proud that as an organisation we are continually striving to do better 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 you’ll be a great fit for our organisation.

A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.

Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.

Our benefits package

  • Our total reward package includes basic salary, the potential for a performance related bonus
  • Contributory 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 an approach driven by connected and sustainable working which includes hybrid working
  • Life assurance of 4 times annual salary
  • Health 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 vaccines
  • A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
  • Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

  • Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
  • Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
  • Community friendly – offering paid leave to volunteer, 3 days basic/year

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:       

  • Right to work check
  • 3 year employment history references
  • DBS criminal record check
  • Social media and adverse journalism check
  • Driving licence check (if applicable)
  • Fit to work questionnaire (for all), followed by a medical check (if applicable)
  • Qualifications and/or professional membership check (if applicable)

And finally 

We reserve the right to close before the advertisement expires.