Senior Service Delivery Manager (Infrastructure & Platforms)

About The Job.

National Highways have an excellent opportunity for a Senior Service Delivery Manager (Infrastructure & Platforms) to join our Service Operations team within Digital Services. The Senior Service Delivery Manager role is responsible for the portfolio of hosting and network services and leads on the delivery of the infrastructure services, ensuring support of existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. 

The Senior Service Delivery Manager will also be responsible for service management across platforms, multiple channels and services to ensure service availability, performance reporting and process maturity across this landscape.

Please note this role can be based from any of our UK offices however travel to regional offices to attend team meetings will be required. 

• Accountable for the delivery of infrastructure services. Engages with stakeholders and the Lead Service Transition Manager to ensure that new and enhanced products and services have the right service support arrangements in place to ensure benefits are realised and add value to the business. 
• Leads investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions. 
• Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services. 
• Utilises prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes. 
• Gives direction on which tools and methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user.
• Embed Agile ways of working and modern tooling (e.g. DevOps, CI/CD, Azure DevOps) to drive delivery excellence. Operate as a Product Owner across key initiatives, shaping strategic goals into a prioritised backlog. Define clear user stories and acceptance criteria to ensure delivery teams are setup for success.

About You.

• An in-depth understanding of Agile and ADO principles and processes, and the ability to apply the technical knowledge in project or programme environments. 
• Good change management and transformation experience. 
• Demonstrable evidence of leading team dynamics and collaborative working. 
• Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management and supply chain) to achieve desired outcomes 
• Excellent working knowledge of Service Support for customer and user focus
• Proven experience applying modern Agile practices, processes, techniques, and tooling (desirable). 

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. 

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.

We offer many different ways to work flexibly and we’re 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 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

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