Front Office Support Manager in London

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.

As the technological partner for its customers’ key operations, Indra is at the core of their business, guided by four values:

• Innovation - Our capacity for innovation, cutting‑edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.
• Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.
• Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.
• Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

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 Responsibilities:

• Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications.
• Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements.
• 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.
• 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:

• Bachelor’s degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline.
• Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing or mission‑critical environments.
• Deep understanding of Front Office systems, field devices or distributed operational technology.
• 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.
• Experience with fare collection systems, transport technology or revenue device management.
• Knowledge of incident management tooling, ticketing systems and monitoring platforms.
• Understanding of software and hardware diagnostic processes.
• Experience contributing to system upgrades, operational improvements or change initiatives.

Holidays: 25 days per annum + 8 days