On Road Service Delivery Manager

About the job.

National Highways have an excellent opportunity for a Service Delivery Manager – On Road to join our team within Operations in the South East region. You will lead the region’s On-Road Traffic Officers, providing guidance and directing the work of the teams, ensuring they deliver a high quality, traffic, incident, and response management service, which directly contributes to the Region’s overall performance.

Please note this position will be based at our Aylesford (Coldharbour) outstation (ME20 7NS) with regular travel across the South East region expected.

In this region, you will also have a unique responsibility in supporting the safe management of a critical part of the road network around the UK border. This includes co-ordinating National Highways’ activities as part of wider multi-agency operational responses to border issues impacting on the network, such as Operation Brock deployments, and the future rollout of the new European Entry and Exit system (EES).

This is a 24/7 operation with managers and Traffic Officers working in shifts to ensure continuous delivery of service.

Please note that you will be required to drive as part of your role, and you will need to have no more than 3 points to be considered for this position and during employment.

You will:

• Provide guidance and direction to Traffic Officers and front-line team managers and set objectives for the wider team, supporting and developing performance and managing resources to ensure required knowledge and competence is maintained.
• Act as incident commander on behalf of National Highways for more complex incidents to ensure all those involved are working safely and collaboratively to resolve the incident and restore the network in a timely manner; this includes Operation Brock deployments and other multi-agency operational responses to issues around the Kent border that impact our network (e.g. EES rollout).
• Maintain the customer experience and safety considerations at the forefront of decision making, ensuring effective deployment of resources and management of activities needed to monitor, maintain and/or resolve daily traffic flow issues.
• Foster a positive operational culture, which promotes high performance, recognises and develops talent, and upholds best practice people management – e.g. ensuring timely setting of objectives, performance management reviews, and development of appropriate succession and development plans.
• Actively build and maintain a network of colleagues, partners and wider stakeholders in Operations to achieve progress on agreed business objectives, to deliver a professional frontline service and enable effective and timely resolution of incidents (i.e. emergency response services, Regional Operations Centre, National Traffic Operations Centre, supply chain).

About you.

• Experience of leading a team / line management
• Excellent stakeholder management and communication skills; experience of wider multi-agency operational response working is desirable.
• Good financial awareness, including budget management skills
• Ability to work in a complex operational service delivery environment to tight deadlines.
• Ability to engage effectively with staff at all levels, and communicate complex information to a variety of audiences.

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.

Operations is at the heart of keeping the strategic road network moving and ensuring our customers get the best possible experience when using our roads.

We address over 39,000 customer enquiries every month, plan and deliver all maintenance activities on the network, drive efficiencies and improvements across our systems and roads, and respond to incidents across 4,500 miles of motorways and major A-roads that we manage. All to make sure National Highways customers have safer, smoother, and more reliable journeys.

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.

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