Overview
We are seeking a Front Office Systems & Devices Manager to lead the operational performance, support, and continuous improvement of customer-facing systems and field devices within a major public transport programme.
This role goes beyond traditional IT support - it requires ownership of live operational technology , including ticketing systems, validators, gates, kiosks, and other passenger-facing devices that are critical to daily service delivery.
You will lead a multi-disciplinary team responsible for ensuring high availability, rapid incident response, and seamless customer experience across all front office technology.
Key Responsibilities
- Lead the end-to-end support and operation of front office systems and field devices , ensuring reliable performance across stations and customer environments.
- Oversee the delivery of L2 and L3 support services , with a strong focus on real-time operational impact and customer experience .
- Act as the senior escalation point for major incidents affecting ticketing systems, gates, validators, kiosks, and associated platforms , coordinating rapid resolution with engineering and field teams.
- Drive operational excellence across:
- Incident management
- Ticket prioritisation and queue management
- Root cause analysis (RCA)
- Service performance and uptime
- Work closely with field engineers, maintenance teams, and operational stakeholders to ensure effective resolution of hardware and software issues in live environments.
- Lead engagement with the client on:
- System performance
- Incident trends
- Service improvements
- Operational risks and mitigation
- Ensure systems meet contractual SLAs/KPIs , particularly those linked to customer availability and revenue protection .
- Identify and deliver continuous improvement initiatives , including system optimisation, reliability improvements, and operational efficiencies.
- Provide leadership and direction to a cross-functional team including team leaders, engineers, analysts, and support staff , ensuring alignment between IT, engineering, and operations.
- Support capacity planning, resource forecasting, and service readiness , ensuring resilience across peak operational periods.
- Produce regular performance reporting including dashboards, trend analysis, and improvement roadmaps .
What We're Looking For
Essential Experience
- Proven experience managing customer-facing technology in operational environments , such as:
- Ticketing / fare collection systems
- Gate or validator systems
- Self-service kiosks or vending machines
- Retail / POS / device-based environments
- Strong background in technical operations, service delivery, or support leadership (L2/L3) , with exposure to both software and hardware systems .
- Experience managing live operational incidents where system downtime directly impacts customers or revenue.
- Demonstrated ability to work closely with field support teams and engineering functions , understanding the realities of device-based environments.
- Strong understanding of:
- Incident and major incident management
- Root cause analysis (RCA)
- Service performance and KPI management
- Proven leadership experience managing multi-disciplinary teams across IT, engineering, and operations .
- Excellent stakeholder management skills, with the ability to engage confidently in customer-facing and operational discussions .
Desirable Experience
- Experience within transport, ticketing, or revenue collection environments .
- Experience managing distributed devices or field technology estates .
- Knowledge of monitoring tools, service management platforms, and device diagnostics .
- Experience contributing to system upgrades, rollouts, or transformation programmes .
Key Attributes
- Operationally minded with a strong focus on customer impact and service availability
- Comfortable working in fast-paced, high-availability environments
- Able to bridge the gap between IT systems and real-world operational delivery
- Proactive, analytical, and solution-oriented
- Strong leadership presence with the ability to drive accountability and performance
Why This Role Matters
This is a critical role at the intersection of technology and operations , ensuring that the systems passengers rely on every day - from ticket purchase to gate access - function seamlessly. </p
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