On Road Service Delivery Manager

About the job.

National Highways have an excellent opportunity for an On Road Service Delivery Manager 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.

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.

Why you should join us

At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We\’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.

Our benefits package

• Our total reward package includes basic salary, the potential for a performance related bonus
• Contributory pension scheme with employer contribution of up to 10%
• Annual Leave starting at 26 days (plus Bank Holidays) rising by 1 day each year up to 31 days (plus Bank Holidays)
• Flexible hours and an approach driven by connected and sustainable working which includes hybrid working
• Life assurance of 4 times annual salary
• Health and wellbeing support, including an Employee Assistance Programme, available 24/7 365 days and network of mental health first aiders.
• A cycle to work scheme for the purchase of a bicycle and equipment for healthy, low carbon travel
• Significant investment in your career development, through learning and development, talent management, coaching, mentoring and on job experience

And we are

• Family friendly with enhanced maternity leave and pay, paternity leave (15 days), shared parental leave, adoption leave.
• Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays.
• Community friendly – offering paid leave to volunteer, 3 days basic/year

If you are successful, it is key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

• Right to work check
• 3 year employment history references
• DBS criminal record check
• Driving licence check (if applicable)

And finally

We reserve the right to close before the advertisement expires.

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