Service Level Management Capability & Practice Manager

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Job Description

About the role.

National Highways have an excellent opportunity for a Service Level Management Capability & Practice Manager to join our Digital Services directorate. The Service Level Management Capability & Practice Manager will be key in establishing a common framework for Service Level Management and helping to embed that across our SDM community. With overall responsibility for the design and effective operation of the capability as well as driving its continual improvement in line with DS and wider organisational needs. This role will be at the helm of shaping, managing, and continuously enhancing our service level processes and will ensure that National Highways not only meet but exceed our service commitments, ultimately creating a better experience for both our team and customers.

Please note this is a hybrid position and can be based from either of our Birmingham or Manchester offices however here at National Highways, we have a hybrid working approach, meaning the role will be a combination of 40% office/site attendance and the rest agile home working. Travel to other offices to attend meetings may also be required.

• Collaborate with process experts, technical specialists, and suppliers across various functions to develop, design, and drive the strategy for Service Level Management. You'll spot improvement opportunities, build support, and implement positive change.
• Ensure that service level processes are embedded across our digital ecosystem, crafting clear, effective communication with stakeholders and the broader business.
• Service Level Management - Define, negotiate, and uphold service level targets, consistently monitoring and assessing our delivery against these targets to ensure we meet our commitments.
• Ensure that service delivery consistently aligns with agreed service levels, maintaining high standards and adjusting as necessary to keep services in line with business needs.
• Negotiate and establish service level agreements (SLAs) with customers, keeping their needs and expectations at the forefront.

About you.

• Proven experience in analysing, planning, executing, and evaluating work within set targets for time, cost, and quality.
• Strong influencing skills, with the ability to engage and drive change among internal teams, customers, suppliers, partners, and peers.
• A record of implementing and executing policies that align with broader strategic goals.
• Leadership experience in operational management, with a passion for guiding teams to achieve excellence.
• Desired qualifications: ITIL 3 Foundation (or higher), ITIL 4 Specialist certifications such as Create, Deliver and Support (CDS) or Drive Stakeholder Value (DSV), or experience working in an ITIL-aligned organisation.

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.

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.