Service Delivery Senior Manager - Ticketing 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, and Indra’s four values guide everything we do:

• 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 Service Delivery Senior Manager to lead the end‑to‑end delivery of maintenance services for a major programme in the public transport sector. This role is responsible for ensuring the effective operation, availability, and performance of the client’s core system and associated field assets, overseeing multidisciplinary teams across field services, workshop, stores, logistics, and front office support. The position requires strong leadership, operational discipline, and the ability to drive service excellence across a large, diverse organisation with multiple workstreams, team leaders, and a significant number of technicians.

Key duties include:

• Provide overall leadership for the end‑to‑end maintenance services organisation, 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 organisation 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 organisation.
• 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

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.