At a Glance
- Tasks: Lead the support and operation of customer-facing systems in a major public transport programme.
- Company: Join a dynamic team focused on enhancing passenger experiences through technology.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Fast-paced environment with a strong focus on customer service and operational excellence.
- Why this job: Be at the forefront of technology that passengers rely on daily.
- Qualifications: Experience in managing operational technology and leading multi-disciplinary teams.
The predicted salary is between 55000 - 65000 £ per year.
We are seeking a Front Office Systems & Devices Manager to lead the operational performance, support, and continuous improvement of customer-facing systems and field devices within a major public transport programme. This role goes beyond traditional IT support - it requires ownership of live operational technology, including ticketing systems, validators, gates, kiosks, and other passenger-facing devices that are critical to daily service delivery.
You will lead a multi-disciplinary team responsible for ensuring high availability, rapid incident response, and seamless customer experience across all front office technology.
Key Responsibilities- Lead the end-to-end support and operation of front office systems and field devices, ensuring reliable performance across stations and customer environments.
- Oversee the delivery of L2 and L3 support services, with a strong focus on real-time operational impact and customer experience.
- Act as the senior escalation point for major incidents affecting ticketing systems, gates, validators, kiosks, and associated platforms, coordinating rapid resolution with engineering and field teams.
- Drive operational excellence across:
- Incident management
- Ticket prioritisation and queue management
- Root cause analysis (RCA)
- Service performance and uptime
- Work closely with field engineers, maintenance teams, and operational stakeholders to ensure effective resolution of hardware and software issues in live environments.
- Lead engagement with the client on:
- System performance
- Incident trends
- Service improvements
- Operational risks and mitigation
- Ensure systems meet contractual SLAs/KPIs, particularly those linked to customer availability and revenue protection.
- Identify and deliver continuous improvement initiatives, including system optimisation, reliability improvements, and operational efficiencies.
- Provide leadership and direction to a cross-functional team including team leaders, engineers, analysts, and support staff, ensuring alignment between IT, engineering, and operations.
- Support capacity planning, resource forecasting, and service readiness, ensuring resilience across peak operational periods.
- Produce regular performance reporting including dashboards, trend analysis, and improvement roadmaps.
- Proven experience managing customer-facing technology in operational environments, such as:
- Ticketing / fare collection systems
- Gate or validator systems
- Self-service kiosks or vending machines
- Retail / POS / device-based environments
- Strong background in technical operations, service delivery, or support leadership (L2/L3), with exposure to both software and hardware systems.
- Experience managing live operational incidents where system downtime directly impacts customers or revenue.
- Demonstrated ability to work closely with field support teams and engineering functions, understanding the realities of device-based environments.
- Strong understanding of:
- Incident and major incident management
- Root cause analysis (RCA)
- Service performance and KPI management
- Proven leadership experience managing multi-disciplinary teams across IT, engineering, and operations.
- Excellent stakeholder management skills, with the ability to engage confidently in customer-facing and operational discussions.
- Experience within transport, ticketing, or revenue collection environments.
- Experience managing distributed devices or field technology estates.
- Knowledge of monitoring tools, service management platforms, and device diagnostics.
- Experience contributing to system upgrades, rollouts, or transformation programmes.
- Operationally minded with a strong focus on customer impact and service availability.
- Comfortable working in fast-paced, high-availability environments.
- Able to bridge the gap between IT systems and real-world operational delivery.
- Proactive, analytical, and solution-oriented.
- Strong leadership presence with the ability to drive accountability and performance.
This is a critical role at the intersection of technology and operations, ensuring that the systems passengers rely on every day - from ticket purchase to gate access - function seamlessly.
Front Office Systems & Devices Manager employer: FBI &TMT
As a Front Office Systems & Devices Manager, you will join a dynamic and innovative team dedicated to enhancing the customer experience within a major public transport programme. Our company fosters a collaborative work culture that prioritises employee growth through continuous improvement initiatives and leadership opportunities, all while ensuring a supportive environment for tackling real-time operational challenges. Located in a vibrant area, we offer unique advantages such as access to cutting-edge technology and a commitment to operational excellence, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Front Office Systems & Devices Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FBI &TMT values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges FBI &TMT might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at FBI &TMT!
✨Direct Apply to FBI &TMT
Let's not forget to apply directly through the FBI &TMT website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Front Office Systems & Devices Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FBI &TMT.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FBI &TMT. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FBI &TMT
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
