National Highways
Lead Service Delivery Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About the job
As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development, and delivery of digital solutions across the transport network.
As a Lead Service Delivery Manager within our Workplace Services team in the Service Operations Division, you’ll play a key role in ensuring the effective leadership, delivery, and continual improvement of integrated services across a range of business and technical service lines. You will work closely with senior stakeholders, suppliers, and internal teams to ensure services meet business needs, deliver value for money, and support National Highways’ strategic objectives. The role offers an opportunity to influence service strategy, drive operational excellence, and lead improvements across a complex technology environment.
This is a hybrid role, requiring two days per week in the office, based at any National Highways office location. You will be required to travel to Birmingham, Leeds, or other National Highways offices on a needs basis.
- Lead the integrated service operations and continual improvement of services within Workplace Services (including Digital Workplace Services), ensuring capabilities, processes, and performance align with business objectives, industry standards, and National Highways’ policies and risk appetite.
- Build and maintain strong strategic relationships with senior stakeholders, suppliers, and partners, influencing decisions, and facilitating effective engagement to support the delivery of services and change.
- Lead supplier management activities, ensuring supplier performance, service quality, contract health, risk, and commercial objectives are effectively managed to deliver value for money.
- Develop and communicate strategic plans, management information, and service insights to support effective decision-making, prioritization, and the delivery of organizational and service improvements.
- Lead the management of service risks, performance, availability, capacity, and quality, identifying opportunities for continual improvement and ensuring services meet current and future business needs.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
As Lead Service Delivery Manager for Workplace Services, you will be expected to deputise for the Head of Service (Workplace Services) as required. You will also be expected to oversee the performance of the Service Delivery Managers within the team.
About you
- Strong experience leading operational service delivery within a mature ITIL-aligned organization, with the ability to drive continual improvement and deliver against strategic and operational objectives.
- Proven ability to influence and build effective relationships with senior stakeholders, suppliers, and partners, including facilitating collaboration between stakeholders with diverse objectives.
- Strong commercial, financial, and risk management experience, with the ability to manage budgets, identify efficiencies, and ensure value for money.
- Excellent analytical, communication, and strategic planning skills, with the ability to use management information and insight to support complex decision-making and articulate complex issues to a broad range of audiences.
- Demonstrates strong leadership, people management, and mentoring capabilities, consistently providing clear direction, fostering team development, and leading by example.
- ITIL 4 Foundation or above, with relevant ITIL 4 Specialist/Strategist qualifications, or strong demonstrable experience operating within a mature ITIL-aligned organization.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location