Front Office Support Manager in Redhill

• Front Office Support Manager
• 12 month FTC

Role Overview

We are seeking a Front Office Support Manager to lead the management, maintenance and delivery of services related to the front office applications for a major programme in the public transport sector.

This role provides leadership across a multi‑disciplinary team responsible for L2 and L3 support, incident escalation, system improvements, and performance reporting throughout the contract’s lifespan.

The position requires strong technical oversight, operational governance, and high‑level coordination with the client and internal stakeholders to ensure system stability, service excellence, and continuous improvement.

• Key Duties
• Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications.
• Oversee operational performance and availability of front office ticketing devices and systems (validators, gates, retail devices), ensuring reliability in live transport operations.
• Act as the senior escalation point for front office–related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups.
• Lead high‑level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance.
• Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics.
• Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery.
• Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment.
• Maintain alignment with adjacent service functions (service desk, maintenance teams, engineering, and performance assurance) to ensure fully integrated service delivery.
• Work closely with Field Service Managers and engineering teams to ensure effective maintenance, fault resolution and performance of front office equipment.
• Coordinate resource planning, capacity management and forecasting with the team leader to ensure readiness and operational efficiency.
• Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement.
• Required Skills and Experience
• Engineering discipline preferred (electrical, electronics, telecommunications, industrial), with experience in operational systems environments.
• Strong experience leading technical support teams (L2/L3), ideally within transport, ticketing or mission‑critical environments.
• Strong understanding of front office systems and field-based operational devices, including equipment with similar technical and operational characteristics to fare gates, on‑board validators, ticket vending machines or comparable customer‑facing field systems.
• Understanding of software and hardware diagnostic processes.
• Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting.
• Proven leadership experience managing multi‑disciplinary technical teams.
• Strong operational governance skills, including KPIs, SLAs, service performance and continuous improvement.
• Excellent communication and stakeholder management capabilities, especially in customer‑facing roles.
• Ability to operate confidently in contractually complex, high‑assurance environments.
• Strong analytical and decision‑making abilities.
• Candidates without prior experience in field‑based operational environments will not be considered.

Desirable Experience

• Experience with fare collection systems, transport technology or revenue device management.
• Knowledge of incident management tooling, ticketing systems and monitoring platforms.
• Experience contributing to system upgrades, operational improvements or change initiatives.

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

Indra is an equal employment opportunity employer.

Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.

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