Service Design 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. 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 enable 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.

The Service Design Manager is responsible for defining and implementing Indra’s service design and service transition approach for the TfL Proteus contract, ensuring that all changes to TfL’s Revenue Collection System are designed, assured, and transitioned into live service in a controlled and compliant manner. The role leads all service design activities related to the implementation of changes across the end-to-end service landscape, ensuring that processes, tools, organisation, and governance are in place to support efficient delivery across the full-service lifecycle.

Key duties include:

• Define, maintain, and continuously improve the Service Design and Service Transition Plan, ensuring alignment with contractual requirements and TfL governance.
• Lead the development of end-to-end service designs covering service design, change management, testing, transition, and decommissioning processes.
• Ensure all service designs support safe, controlled implementation of changes, minimising disruption to live services and customers.
• Define and manage service acceptance criteria, system impact assessments, and traceability from business requirements through to delivery and testing.
• Coordinate across suppliers and interfacing parties to ensure integrated service design and clear accountability across the ecosystem.
• Ensure that all service designs meet business objectives, quality, compliance, security, and cost requirements.
• Oversee production and governance of all service design artefacts, including high-level and low-level designs, support models, and documentation for assurance.
• Ensure services are designed for resilience, scalability, supportability, and minimal operational impact, including avoidance of single points of failure.
• Lead the service assurance process, ensuring all design, development, testing, and release stages are completed and approved prior to deployment.
• Lead the Change Advisory Board (CAB) process, ensuring all service design aspects of proposed Changes are adequately defined, assessed, and approved.
• Drive operational readiness and service transition, including release management, deployment, training, early life support, and successful embedding into live operations.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent experience).
• Proven experience in service design and service transition within large-scale, complex IT or systems integration programmes.
• Strong experience in end-to-end service lifecycle, including design, testing, change management, and transition.
• Demonstrable experience producing and managing service design artefacts, including option analysis, impact assessments, high-level designs, low-level designs, and service documentation.
• Experience defining and managing service acceptance criteria, traceability matrices, and assurance processes.
• Strong knowledge of multi-supplier environments and interface management, with the ability to coordinate across multiple parties.
• Solid understanding of non-functional requirements, including security, resilience, performance, and scalability.
• Experience in risk identification, management, and mitigation within service design and transition activities.
• Strong knowledge of ITIL and ISO 20000 principles, particularly in service design, service transition, and continual improvement.
• Strong governance and documentation skills, with experience supporting formal assurance, approvals, and audits.
• Excellent stakeholder management and communication skills, with the ability to engage effectively with TfL, interfacing parties, suppliers and technical teams.

Desirable certifications: ITIL 4 certification (Foundation minimum, advanced level preferred) and familiarity with ISO 20000 or equivalent IT Service Management standards.

Desirable domain experience: Transport and mobility systems, particularly ticketing / Revenue Collection Systems (EMV contactless, Oyster or equivalent fare systems), large public-sector or safety-critical environments, complex systems integration and third-party interface testing, Accreditation and compliance-driven programmes (e.g. PCI, security, regulatory).

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
• Cycle to work scheme
• Employee assistance programs
• Flexible/remote working options
• 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.