Senior Service Delivery Manager (Applications)

Your new role
This is a fantastic opportunity to join a team of talented individuals with a focus on digital delivery. Microsoft Power Platform, Dynamics CRM and MS Azure will be your primary area of focus so if you have experience in using these products and you are up for a challenge, this job is for you!
Generally as a Senior Service Delivery Manager (for Applications) you will be responsible for leading the delivery of the Application services, ensuring support of existing and emerging Digital Services, including providing technical advice to project teams. You will also be responsible for service management across platforms, multiple channels and services to ensure service availability, performance reporting and process maturity across this landscape.
What you’ll be leading on
Engage with stakeholders and the Lead Service Transition Manager to ensure that new and enhanced products and services have the right service support arrangements in place to ensure benefits are realised and add value to the business.
Lead investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements and absorb large amounts of conflicting information and use it to produce solutions.
Take accountability of issues that occur and is proactive in searching for potential problems. Achieve excellent user outcomes.
Influence stakeholders and manages relationships effectively. Build long term strategic relationships. Facilitates and delivers the business outcomes.
Provide guidance to others on working in the strategic context. Evaluate current strategies to ensure business requirements are being met and exceeded where possible.
To be successful
Understands ITIL principles and processes, and the ability to apply the technical knowledge in project or programme activities.
Demonstrable evidence of engaging with key stakeholders at a senior level (including internal management and supply chain) to achieve desired outcomes
Manages customer service functions, including responding to issue reports, information requests and access. Uses results of customer satisfaction measurements to improve services and has successful relationships with customers.
Able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information.
Good knowledge and understanding of using MS Power Apps and Dynamics CRM. Wider Azure experience would be beneficial.
Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
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.
Want to know more?
Please email ##### quoting REQ5131
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.
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
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
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 plus an extra 3 days to support the national Covid effort
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)
And finally
We reserve the right to close before the advertisement expires
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