About the job.

National Highways have an excellent opportunity for a Senior Service Delivery Manager to join our team in Digital Services. The Senior Service Delivery Manager (Digital Workplace Services) will be responsible for a portfolio of services in Digital Workplace Services, such as: OT service desk, application packaging and distribution, end user services, and foundational services.

The Senior Service Delivery Manager will lead the delivery of the services, ensuring support of existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams. You 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. Stakeholder Management is pivotal to the role as the central conduit between the business and portfolio services e.g. Service Desk.

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 DWS 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.
• Influences stakeholders and manages relationships effectively. Builds long term strategic relationships. Facilitates and delivers the business outcomes.
• Provide guidance to others on working in the strategic context. Evaluates current strategies to ensure business requirements are being met and exceeded where possible.
• Utilises prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes.

About you.

• An in-depth understanding of service management framework and core technology service desk principles and processes, and the ability to apply the technical knowledge in project or programme activities.
• Excellent understanding and working experience of ITIL principles and processes, and the ability to apply the technical knowledge in project or programme activities.
• Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management and supply chain) to achieve desired outcomes.
• Excellent ability to visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information.
• Excellent working knowledge of Service Support for customer and user focus.
• Able to demonstrate execution of good continual improvement and risk management processes, and associated behaviours (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.