- Ensure the performance of the Service Provider, whilst ensuring that National Highways meet their own obligations, through the effective management of the supplier relationship and contract and support functions.
- Lead, manage and improve the National Traffic Information Service to deliver a service that aligns with customer and digital strategies and user needs.
- Maintain effective working relationships with service providers senior members and other stakeholders within and outside National Highways regarding contractual performance issues.
- Ensure that the Governance of the contract is met and maintained through the management of regular governance meetings, maintenance of records and management of performance.
- Oversee the financial management regime, including liaison with National Highways finance team, to ensure appropriate financial reporting, payments and receipts and authorisation of financial penalties under the service credit regime.
- Ensure the contract remains aligned to operational need, National Highways business plan and strategic goals through identifying changes to requirements in close liaison with the procurement team, customer feedback and digital services and managing the change control process, including negotiation with suppliers.
- Ensure customer feedback and requests for strategic signing are managed and monitored by the Operational Planning team, feedback is reviewed, and continuous service improvements are considered and implemented when required.
- Provide team leadership and management, supporting and developing performance and managing resources to ensure delivery, knowledge and competence is maintained.
- Demonstrable experience in managing a complex IT contract.
- Excellent communicator with strong evidence of working in collaboration with multiple stakeholders, both internal and external
- Proven team leader, who is passionate about customer service and able to lead a team to deliver a range of customer facing projects
- Evidence to support maintaining delivery in a challenging environment
- Flexible and adaptable in approach, always looking for efficiencies and continuous improvement and an ability to bring team members along on the change journey
- Strong focus on health, safety and wellbeing of employees, delivering high levels of employee engagement and overall employee satisfaction
- 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 blended working between base location/home
- 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
- 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 plus an extra 3 days to support the national Covid effort
- 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)
Contract and Performance Team Leader - Birmingham, United Kingdom - National Highways
Description
Your new role
As a Contract and Performance Team Leader, you'll ensure the operational performance and associated Service Level Agreements of our National Traffic Information Service.
You will oversee the requirements of the contract and ensure that any changes required under the contract continue to deliver the operational service in line with our key strategic objectives, to meet evolving user needs and create an excellent customer experience.
This role is based at our National Traffic Operations Centre in Quinton, Birmingham, and requires the successful candidate to spend at least 3 days per week based in the office.
What you'll be leading on
To be Successful
A bit about us
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.
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.
An informal blended working approach has been adopted for many of our roles across National Highways. We offer many different ways to work flexibly and we're open to discuss part-time working, job shares, and flexible start and finish times.
Please wait until the interview stage before asking us about flexibility, and we will explore what is possible.
Our benefits package
And we are
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:
We reserve the right to close before the advertisement expires