Service Design Manager

Indra Group UK & Ireland; Redhill; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Holidays 25 days + 8 bank holidays

Pension 4% employee / 4% employer

Private medical insurance

Life assurance

Income protection

Cycle to work

Employee assistance programs

Flexible/remote working options

Social events

Learning and development

Job summary

Indra Group UK & Ireland is seeking a Service Design Manager on a 16-month FTC to define and implement service design and transition for a major TfL Revenues project. You will lead all service design activities, ensure artefacts meet standards, and coordinate across multiple suppliers to deliver a resilient, compliant end-to-end service lifecycle.

The role requires strong governance, incident-free transitions, and capability to manage stakeholders including TfL and interfacing parties.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related field (or equivalent).
• Proven experience in service design and service transition in large-scale IT or systems integration programmes.
• Experience with end-to-end service lifecycle: design, testing, change management and transition.
• Experience producing and managing service design artefacts (high/low level designs, option analysis, impact assessments).
• Strong knowledge of ITIL and ISO 20000 principles and governance.

Responsibilities

• Define and maintain Service Design and Service Transition Plan aligned with contractual requirements and TfL governance.
• Lead development of end-to-end service designs covering design, change, testing, transition and decommissioning processes.
• Ensure service designs support safe, controlled changes with minimal live disruption.
• Define and manage service acceptance criteria, traceability and assurance processes.
• Coordinate across multiple suppliers to ensure integrated service design and clear accountability in the ecosystem.
• Ensure designs meet objectives, quality, security, and cost requirements.
• Oversee artefacts and documentation for assurance and governance.
• Drive resilience, scalability, and minimal operational impact in designs.
• Lead CAB processes and change assessment for proposed changes.
• Lead service readiness, release management, deployment and early life support.

Skills

Service design

Service transition

ITIL

Stakeholder management

Change management

Education

Bachelor's degree in Computer Science, Information Technology, Engineering

Tools

ITIL framework

ISO 20000

Job description

Service Design Manager - 16 month FTCIndra 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.

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 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. The Service Design Manager ensures that all service design artefacts are complete, consistent, and compliant with Indra internal standards and TfL contractual requirements, and that services are designed to meet business objectives, operational needs, and service acceptance criteria at all times.

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