Front Office Support Manager

Indra Group UK & Ireland

Redhill

Hybrid

GBP 60,000 - 90,000

Full time

1 hour ago

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Benefits offered by this job

Flexible/remote working options

Pension scheme

Private medical insurance

Life assurance

Learning and development

Employee assistance programs

Job summary

Indra Group UK & Ireland is seeking a Front Office Support Manager to lead the delivery of front office applications for a major public transport programme in the UK. The role covers L2/L3 support, incident management, and performance reporting across the contract.

You will collaborate with the client and internal teams to ensure system stability, drive continual improvements, and maintain high service levels, with emphasis on governance and operational excellence.

Qualifications

Experience leading technical support teams (L2/L3) in transport or mission-critical environments.
Strong understanding of front office systems and field-based devices like fare gates and validators.
Experience in incident lifecycles including Major Incident management and RCA.
Excellent communication and stakeholder management abilities.
Ability to operate in contractually complex, high-assurance environments.

Responsibilities

Provide leadership for the front office applications support across L2/L3.
Oversee performance and availability of front office devices (validators, gates, retail devices).
Act as the senior escalation point for front office incidents and coordinate resolution.
Engage with the client on operational performance, incident trends, and governance.
Provide regular reporting including dashboards, trends, risks and improvement opportunities.

Skills

Leadership

L2/L3 support

Incident management

Contract governance

Stakeholder management

Communication

Analytical thinking

Education

Engineering degree

Tools

Monitoring platforms

Incident management tooling

Ticketing systems

Performance reporting tools

Job description

12 month FTC
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. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

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 duties include:

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

Requirements

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