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Your new role

Are you looking for the opportunity to shape how we keep people moving in the North West Region?

We are recruiting for a focussed and experienced Head of Service Delivery to join our team in the North West. You will report to our Regional Director forming part of the senior leadership team and will have a direct impact on our imperatives of Safety, Customer and Delivery. You will also be focussed on enhancing and improving the day to day safety and experience of drivers on our road network and will have the opportunity to shape how we operate in one of the busiest parts of the strategic road network.

In this role your main focus will be to lead the delivery of our Operations and Maintenance services which underpin the day to day customer experience on the road network. This includes the management of our front line On Road Traffic Operations staff including our Regional Operations Centre, ensuring assets are maintained and repaired in line with agreed plans, targets and specifications, delivering our winter service; incident response and managing network access and occupancy. You will lead a range of internal teams and working with contractors to support delivery of services, including management of the NEC based contracts.

This role can be based from Warrington, Manchester, Preston, Penrith or Newton-le-Willows.

The successful candidate will be subject to a Security Clearance.

What you’ll be leading on

• Lead the operational front-line traffic officer service within the Region, ensuring a service excellence organisation ethos that continuously provides effective incident management and the very best service to customers, in line with the Customer Service Strategy.
• Lead the planning and control of network occupancy for the Region, ensuring works scheduling and maintenance and response (M&R) activities are delivered in a way that minimises the impact on customers and optimises network availability
• Ensure the resilience and continuity of service for the Region, through effective forward planning and management of known events, winter and severe weather services, and response to emergency scenarios.
• Promote and embed best practice service delivery, driving continuous improvements to the monitoring of the network, emergency response services, and the dispatch and coordination of response services.
• Lead the development and delivery of regional in-year maintenance work plans that achieve the expected outcomes and performance targets, and to pro-actively manage the impact of changes, disruptions, unplanned work and any major amendments to the provision of services.
• Continuously assess the service delivery model against emerging demands and customer expectations, and explore, evaluate and propose solutions that address changes in needs (e.g. new Traffic Officer services)
• Lead the effective monitoring of supplier service delivery for adherence to technical, performance and contractual specifications, and ensure that any deviations, risks and issues are resolved in a timely manner to minimise service disruption

To be successful

• Demonstrable, excellent leadership skills across a large, diverse, multifaceted workforce.
• Demonstrable breadth and depth of operational service delivery management expertise
• Demonstrable experience in developing and managing annual financial plans including the development of budgets and service level contracts
• Proven commercial acumen; solid understanding of commercial and contractual principles, with the ability to apply these to manage/influence performance
• Proven maintenance and asset management experience and decision making (including capital investment, lifecycle costs, value optimisation, service & availability optimisation, social & economic knowledge)
• Up to date knowledge and understanding of CDM and health and safety regulations

A bit about us

Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.