Service Delivery Manager (M&R)

Role Summary

National Highways is hiring a Service Delivery Manager to oversee highway asset maintenance and repair works across the North West Region. The role will be based out of the Warrington office and requires driving and a UK driving licence with no more than 3 points.

Responsibilities

• Manage supplier performance against contractual service level agreements, technical, quality and safety standards.
• Track and monitor the performance of assigned contract scope, identifying performance trends, risks and issues.
• Analyse root causes for performance issues and work with colleagues and supply chain to develop remedial plans.
• Oversee the cyclical and reactive maintenance work plans for the designated routes, ensuring planned works are delivered while minimising customer disruption.
• Manage local customer engagement and communication activities, providing timely feedback to address service delivery requests.
• Support the on‑call rota and occasional nighttime site visits as required.
• Maintain strong understanding of asset policies, supply chain contracts, budget, contract, performance and supply chain management.
• Provide quality customer and stakeholder liaison.
• Deliver in a fast‑paced, 24/7 service delivery environment.

Qualifications

• Proven experience in highway asset maintenance decision‑making with strong planning and project delivery skills.
• Experience with supplier performance monitoring and remedial actions.
• Understanding of relevant supply chain contracts and budget management.
• Strong technical understanding of asset policies and strategies.
• Excellent customer service orientation.
• Experience working in a 24/7 service delivery environment.

Benefits

• Competitive salary and performance‑related bonus.
• Contributory pension scheme with employer contribution up to 10 %.
• Annual leave starting at 26 days plus Bank Holidays, increasing to 31 days.
• Flexible working hours, hybrid work options and family‑friendly leave.
• Life assurance of 4 × annual salary.
• Health and wellbeing support including Employee Assistance Programme and flu vaccines.
• Cycle‑to‑work scheme.
• Career development opportunities (learning, coaching, mentoring).
• Access to extensive discounts platform and financial wellbeing programme.

Equal Opportunity

National Highways is an equal opportunity employer and welcomes applications from all backgrounds.

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