Service Delivery Senior Manager - Ticketing in London

Lead the end‑to‑end delivery of maintenance services for a major programme in the public transport sector, ensuring effective operation, availability, and performance of the client’s core system and associated field assets. Oversee multidisciplinary teams across field services, workshop, stores, logistics, and front office support.

Key Duties

• Provide overall leadership for the end‑to‑end maintenance services organization, ensuring high performance across field services, workshop operations, stores & logistics, Service Desk and Front Office support.
• Oversee the effective delivery of preventive and corrective maintenance, ensuring system availability, service quality, and contractual compliance.
• Serve as the senior point of escalation for maintenance matters, ensuring timely decision‑making and coordinated responses across internal teams and delivery partners.
• Ensure strong governance of resource planning, service performance, KPIs, and continuous service improvement initiatives.
• Lead high‑level engagement with the client, representing the maintenance organization in governance committees, performance reviews, and operational alignment meetings.
• Provide strategic direction to team leads and managers, ensuring clear processes, safety standards, and a high‑performance culture across the maintenance organization.
• Oversee the planning and readiness of supporting functions—including access management, spares, logistics, and technical support—ensuring operational efficiency without direct involvement in day‑to‑day tasks.
• Support installation and rollout planning where required, aligning resource capacity with programme needs.

Requirements

• Bachelor’s degree (or equivalent) in engineering, telecommunications, electronics, IT, or a related discipline.
• Demonstrable and extensive experience delivering maintenance, technical operations, or service management in complex, regulated, or safety‑critical environments.
• Proven leadership experience managing large operational teams, including field engineers, workshop technicians, and service support functions.
• Strong understanding of maintenance delivery models, asset lifecycle management, repair processes, and spare‑parts logistics.
• Demonstrated experience managing multi‑tier support models (L1‑L3), technical escalations, and incident resolution.
• Proven ability to manage service performance, KPIs, SLAs, and continuous improvement initiatives.
• Experience with operational governance frameworks, safety procedures, and compliance auditing.
• Excellent stakeholder management skills, including interaction with public authorities and large delivery organisations.
• Strong leadership, communication, organisational, and decision‑making capabilities.

Desirable Experience

• Experience in fare collection systems, transport technology, or large‑scale public transport operations.
• Experience managing electro‑mechanical, electronic, or IT hardware repair environments.
• Familiarity with workshop operations, spares forecasting, MTTR/MTBF analysis, and quality assurance frameworks.
• Experience with incident management, root‑cause analysis, and service improvement methodologies.
• Exposure to access‑controlled operational environments or highly regulated technical infrastructure.

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programs.
• Flexible/remote working options.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.