Service Delivery Senior Manager (Operations)

We are seeking a Service Delivery Senior Manager (Operations) to lead the overall operational management and performance of the revenue collection service delivered under the programme. The role provides leadership across several operational functions including Back Office System Support, Fraud Management, Sales & Revenue Operations, Base Data Management, IT Operations, and Service Tool Integration. The Service Delivery Senior Manager ensures that all operational services are delivered in accordance with contractual obligations, service level agreements (SLAs), and governance frameworks, while maintaining a strong focus on service reliability, revenue integrity, operational efficiency, and continuous improvement. This role acts as a key operational interface with the client and stakeholders, ensuring effective service delivery and alignment with programme objectives.

Key duties include:

• Provide leadership and oversight for a large fare collection system Back office operational service delivery function, including:
• Back Office System Support
• Fraud Reduction Management
• Sales and Revenue Operations
• Base Data Management
• IT Operations
• Service Tool Integration
• Ensure effective coordination across these teams to maintain stable, reliable, and efficient service operations.
• Establish operational governance, processes, and performance management mechanisms across all operational areas.
• Ensure services are delivered in accordance with contractual obligations and Performance Indicators.
• Monitor service performance and operational metrics to ensure service stability and continuous improvement.
• Lead incident management, operational issue resolution, and service recovery when required.
• Oversee operational readiness for new system capabilities, changes, or service improvements.
• Ensure the integrity and accuracy of revenue collection operations, including oversight of fare media management, sales channels, transaction processing and revenue reconciliation processes.
• Oversee fraud prevention and detection mechanisms to minimise revenue loss and operational risk.
• Oversee the operational support of Back Office systems and supporting IT infrastructure.
• Ensure service tools and operational platforms are properly implemented, integrated, and maintained.
• Act as a senior operational point of contact with the client and key stakeholders.
• Lead operational discussions with the client regarding service performance, operational improvements, and issue resolution.
• Support programme governance forums and service review meetings.
• Provide operational reporting and insights to senior management and stakeholders.
• Provide leadership and direction to operational managers and teams.
• Ensure clear accountability, responsibilities, and performance expectations are established.
• Promote a culture of collaboration, operational excellence, and continuous improvement.
• Support staff development and capability building across operational teams.

Qualifications:

• Bachelor’s degree in engineering, Information Technology, Business, or related discipline.
• Minimum 15 years of experience in Back-office technology, service delivery, operations management, or IT operations.
• Proven experience managing complex operational services in large-scale programmes or managed service environments.
• Strong experience leading multi-disciplinary operational teams.
• Experience managing services under SLA-driven contracts.
• Strong understanding of IT service management and operational processes.
• Demonstrated experience in stakeholder management within complex multi-party environments.
• Excellent leadership, communication, and decision-making capabilities.

Benefits:

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• 35 hour working week
• 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.