Senior Technology and Availability Analyst in Birmingham

National Highways has an exciting opportunity for a Senior Technology and Availability Analyst to join our Technology Performance and Availability Management (TPAM) team within Digital Services. In this role, you will work closely with the TPAM Lead to oversee the full lifecycle of performance and availability data, collaborating with key stakeholders including data scientists, data architects, system and service owners, product owners, and commercial partners.

As a Senior Technology and Availability Analyst, you will play a pivotal role in ensuring that Digital Services supports both road users and operational teams to remain reliable, resilient, and fit for purpose. You will help ensure that services and their components are systematically monitored, measured and proactively managed to maintain high levels of performance and availability across the organisation.

This position can be based from any of our UK offices; however, travel to regional offices to attend team meetings will be required.

• Develop a strong working knowledge of the corporate reporting framework, including its stakeholders, data architecture and governance, building effective relationships to support collaboration and ongoing development.
• Define, coordinate and deliver operational reporting in line with direction from the Lead Analyst, supporting the identification of business information needs, appropriate data sources, and the production of daily, weekly and monthly reports.
• Use audience‑appropriate data visualisation and presentation techniques to communicate insights clearly and meaningfully, enabling informed decision‑making across technical and non‑technical audiences.
• Build a deep understanding of available data, how it is used, and opportunities to extend its value, working collaboratively with Service Design and Architecture to ensure services have accurate technology performance and availability data down to asset level.
• Perform scheduled and ad‑hoc trend, performance and root cause analysis, leveraging a range of analytical tools and techniques to identify, diagnose and address data inaccuracies, inconsistencies and reporting issues, and to support continual learning and improvement.
• Contribute to continuous improvement of TPAM practices by adhering to agreed technical, analytical and industry standards, providing assurance on data provenance, quality and confidence, and supporting data and reporting change initiatives across the team.

You demonstrate strong data‑driven and analytical capability, able to interpret complex information, apply performance metrics, and translate insights clearly for both technical and non‑technical audiences to support effective decision‑making and continuous improvement.

You have a solid understanding of service management and governance, including contracts, OLAs/SLAs, performance reporting and service‑level management, and can apply this knowledge pragmatically in a delivery‑focused environment.

You are an effective and confident communicator with strong influencing and storytelling skills, able to engage and build credibility with stakeholders across a range of forums, from technical discussions to business‑focused conversations.

You bring experience operating in a performance or analytical role within a large or complex organisation, with the ability to simplify issues without losing accuracy, and to collaborate effectively with colleagues, partners and suppliers to deliver shared outcomes.

You have experience working with IT Service Management (ITSM) tools such as ServiceNow or TopDesk (desirable), alongside an understanding of Operational Technology within a complex, safety‑critical environment, ideally gained within the roads sector or a similar infrastructure‑focused setting (desirable).

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.