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.
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 (Operations) to lead the overall operational management and performance of the revenue collection service delivered under the programme.
The role provides leadership across several operational functions including Back Office System Support, Fraud Management, Sales & Revenue Operations, Base Data Management, IT Operations, and Service Tool Integration. The Service Delivery Senior Manager ensures that all operational services are delivered in accordance with contractual obligations, service level agreements (SLAs), and governance frameworks, while maintaining a strong focus on service reliability, revenue integrity, operational efficiency, and continuous improvement.
This role acts as a key operational interface with the client and stakeholders, ensuring effective service delivery and alignment with programme objectives.
Responsibilities
* Provide leadership and oversight for a large fare collection system Back office operational service delivery function, including: Back Office System Support, Sales and Revenue Operations, Base Data Management, IT Operations, Service Tool Integration.
* Ensure effective coordination across these teams to maintain stable, reliable, and efficient service operations, establishing operational governance, processes, and performance management mechanisms across all operational areas.
* Ensure services are delivered in accordance with contractual obligations and Performance Indicators, monitor service performance and operational metrics to ensure service stability and continuous improvement, lead incident management, operational issue resolution, and service recovery when required.
* Oversee operational readiness for new system capabilities, changes, or service improvements.
* Ensure the integrity and accuracy of revenue collection operations, including oversight of fare media management, sales channels, transaction processing and revenue reconciliation processes.
* Oversee fraud prevention and detection mechanisms to minimise revenue loss and operational risk.
* Oversee the operational support of Back Office systems and supporting IT infrastructure, ensuring service tools and operational platforms are properly implemented, integrated, and maintained.
* Act as a senior operational point of contact with the client and key stakeholders, lead operational discussions with the client regarding service performance, operational improvements, and issue resolution.
* Support programme governance forums and service review meetings, providing operational reporting and insights to senior management and stakeholders.
* Provide leadership and direction to operational managers and teams, ensuring clear accountability, responsibilities, and performance expectations are established.
* Promote a culture of collaboration, operational excellence, and continuous improvement, supporting staff development and capability building across operational teams.
Requirements
* Bachelor’s degree in engineering, Information Technology, Business, or related discipline.
* Minimum 15 years of experience in Back-office technology, service delivery, operations management, or IT operations.
* Proven experience managing complex operational services in large-scale programmes or managed service environments.
* Strong experience leading multi-disciplinary operational teams.
* Experience managing services under SLA-driven contracts.
* Strong understanding of IT service management and operational processes.
* Demonstrated experience in stakeholder management within complex multi-party environments.
* Excellent leadership, communication, and decision-making capabilities.
* Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
* Pension – 4% employee and 4% employer
* 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.
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