Job Description
Digital Service Manager – Operational Technology
Leeds, UK
Digital Services Manager – Operational Technology
Hybrid - Birmingham / Manchester / Leeds / Bristol – with some travel
The Digital Service Manager - Operational Technology is accountable for the service strategy, design, operation, and continuous improvement for nominated National Highways Digital Services with overall accountable across all aspects to operate the nominated Digital Service and employed Capabilities (people, process, technology, suppliers, and data/information).
You will lead a team of service delivery professional and work with Service Managers, Portfolio and Capability Owners, Centres of Excellence and Suppliers to ensure that the digital service business goals are met and will authorise changes to service provision, strategy and contribute to audit, risk evaluation and adherence to standards.
This is a hybrid role which can be based from one of the following National Highways offices - Birmingham, Manchester, Leeds or Bristol (40% office based) and will include some travel.
What you’ll be leading on
- Contribute to creating and reviewing a systems capability strategy which meets the business's strategic requirements and aligns to the performance objectives leading sourcing strategies and plans balancing costs, efficiencies, and service quality
- Build long-term, strategic relationships with senior stakeholders (internal and external) acting as a single point of contact for senior stakeholders
- Lead on business planning, financial forecasting and financial performance for the nominated digital service, and is accountable for commercial communications, supporting negotiations and the management of service relationships with suppliers
- Support service capability leads in establishing an end-to-end view for SLA to allow negotiating and managing service level agreements (SLAs) within each tower of capability internal or external customers to ensure that service delivery meets the requirements to support the ideal end to end service performance
- Develop and oversee service measurement, monitoring service performance metrics and KPIs to ensure that service delivery meets or exceeds defined targets and expectations across the end-to-end service. UX (user experience)
- Own the management of internal capability and supplier service critical incidents and problems, ensuring timely resolution, and minimizing the impact on customers
- Implement and ensure adherence to the service specific governance arrangements to enable governance activity to be conducted in accordance with the wider Governance Framework and guardrails
To be successful you’ll need
- Experience in service design and service management together with managing operational environments with both technical engineers and external suppliers
- Experience of leading teams in complex environments, commercial, contractual, and full-service management, and managed service environments
- Accreditation is desired in ITIL 3 or above in the following areas: ITIL 4 Foundation, ITIL 4 Leader: Digital and IT Strategy, ITIL 4 Specialist: Drive Stakeholder Value (DSV) ITIL 4 Strategist: Direct, Plan and Improve (DPI)
- Successful management of complex matrix and multi-supplier environments to improve supplier delivery and performance
- Proven experience of both contractual negotiation and commercial acumen with the ability to support in tender and contractual negotiations or breaches and able to highlight and secure funding for delivery of innovation and improvements
- Technical solution architecture experience allowing for an understanding of the core system architecture of solutions
A bit about us
The Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data and technology services from frontline to back office, in a modern and efficient way. Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligent vehicle and transport systems as they develop, to improve journey safety and reliability.
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.
Want to know more?
To request a copy of the role profile, please contact hrhighwaysengland@mailgc.cx.ukg.oraclecloud.com quoting reference number 5341
ABOUT US
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.
So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.
A connected and sustainable working approach has been adopted across National Highways. For some roles, this means being able to work in a hybrid way spending up to 60% of time working from a remote location such as home.
Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.
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. Plus access to a wellbeing app to enhance your self-care 24/7, Occupational health service and flu vaccines
- 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. Plus access to financial support for holiday play schemes and paid special leave (up to 5 days pa), eg for caring responsibilities
- Money friendly with access to a discounts platform including over 3000 discounts for supermarkets, eating out, leisure, holidays. Alongside a financial wellbeing programme
- 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
- Social media and adverse journalism check
- Driving licence check (if applicable)
- Fit to work questionnaire (for all), followed by a medical check (if applicable)
- Qualifications and/or professional membership check (if applicable)
And finally
We reserve the right to close before the advertisement expires.
If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!
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