Description:
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