Head of Performance Assurance & Business Services

Posted 6 April by Highways England

About Us

We are responsible for operating, maintaining and improving England's motorways and major A roads. Consider that a third of all traffic, two thirds of heavy goods vehicles, and 98% of UK businesses rely on them, and you can see why our roads, and what we do, matters so much.

Job Description

The Role:

To provide an effective programme management office, performance and quality assurance, and efficient business support services for the region, championing continuous improvement and sharing best practice with other relevant functions throughout the organisation.

Day to Day:
To establish, develop and lead effective programme management office and business support services, to delivery of high quality support for the region's needs whilst driving resource efficiencies.

To provide strong leadership in a matrix environment, ensuring that Regional teams understand and fully comply with agreed Operations and wider business quality management systems and governance arrangements.

As part of the Region's leadership team track, monitor and assure in-year delivery against planned budgets, timescales and quality; facilitate Regional performance reviews and, as necessary, coordinate implementation of remedial and risk mitigating actions.

Act as the main interface with Operation's National Portfolio & Performance team, ensuring annual plans, budgets and performance reports are created and submitted in line with expected standards, quality and timescales.

To ensure that regional delivery plans are documented, version controlled and maintained in accordance with agreed Operations and wider Highways England common standards and requirements.

To provide and oversee that appropriate processes, mechanisms and resources are in place to identify, monitor and pro-actively facilitate the resolution of interdependencies, risks and issues associated with Regional planning or delivery against plans.

To ensure the administrative support needs of the Region are met, from providing support to senior management teams, to ensuring all customers, stakeholder and programme delivery related administrative services are delivered in a timely and professional manner. Examples of services cover management of customer correspondence, traffic orders, operational fleet processes,

To champion a culture of continuous improvement across the region by ensuring that performance feedback, continuous improvement opportunities and lessons learned are captured, owned, tracked and monitored through to delivery.

To continuously review PMO and business support services, processes and capabilities, identifying opportunities for improvement and delivering measurable efficiency benefits; champion and share best practice across Operations and the wider organisation

As a member of the leadership team, contribute to the ongoing development of the commercial and strategic imperatives for the region, ensuring it continues to deliver high quality services that meet business and customer expectations.

About you:

Excellent understanding of the organisation's KPIs, performance measurement framework, data sources and reporting mechanisms

Excellent understanding of the organisations Quality Management System, quality measurement requirements and methods

Previous experience of managing successful teams in a service oriented environment

Proven commercial and financial acumen

Extensive experience of running a Programme/Project Management Office within a large portfolio of projects and expenditure (e.g. £100m-£100m); the development and implementation of project governance, policy and processes, including experience of developing and maintaining portfolio level risks, issues and dependency logs for a large portfolio of projects

Awareness and knowledge associated with operational fleet management related regulatory duties (Road Traffic Regulation Act 1984 & Motorway Traffic (England and Wales) Regulations 1982 (as amended)

Proven programme or project management experience and related qualifications

Service delivery in a shared services or business services environment


All applicants must provide their right to work documentation at interview stage, such as a valid passport.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received. Therefore, please complete your application as soon as possible to avoid disappointment.

Reference: 34845429

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