System Support Manager

FTC - 12 Months

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 million, 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.

As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our upcoming projects. Indra is seeking a System Support Manager to lead its System Support function, overseeing the resolution of technical incidents, problem management and the introduction of new and changed technical services.

The successful candidate will be responsible for ensuring that new and existing services deliver value to customers and support effective service delivery. This includes managing hardware and software pilot testing, identifying and mitigating service risks, monitoring team performance and driving continuous improvement across systems and processes.

Working closely with project, installation, field maintenance and customer service teams, the System Support Manager will act as a key interface between technical teams and stakeholders, ensuring technical changes are managed effectively and that service quality, reliability and customer expectations are consistently met.

This is a leadership role requiring strong technical knowledge, people management experience and the ability to manage stakeholder relationships, budgets and service performance. The successful candidate will play a key role in improving asset reliability, maintaining high standards of technical support and ensuring the System Support team delivers an effective and professional service.

Key Responsibilities

• Manage and report on hardware and software pilot testing relating to new and changed technical services.
• Ensure new and changed technical services benefit the service function and its customers, with appropriate risks identified and managed.
• Own and manage the ITIL Problem Management process, including:
• Trend analysis to identify emerging problems and incidents.
• Reviewing repeat incidents to identify and manage underlying problems.
• Managing major incidents through service restoration and ensuring associated problem management actions are completed.
• Work with subject matter experts to identify planned and ongoing technical changes that may affect service delivery, implementing appropriate contingency measures where required.
• Lead the System Support team to deliver a high-quality service to internal and external customers and stakeholders, monitoring performance against agreed KPIs.
• Act as the primary interface between project, installation and customer service departments.
• Act as a management escalation point for technical issues and major incidents during normal working arrangements.
• Act as a customer point of contact for escalations, problem reviews and projects involving new or changed services.
• Define and agree performance measures to ensure the System Support function operates effectively.
• Maintain ownership and control of the department budget.
• Manage the System Support team in resolving technical incidents and service requests originating from the service desk, field maintenance, project stakeholders and customers.
• Identify and implement training requirements arising from new or changed technical services affecting field assets.
• Drive continuous improvement across systems and processes to increase asset reliability and maintainability.
• Ensure safe systems of work are followed.
• Ensure customer-defined quality standards are achieved or exceeded and company quality standards are maintained, alongside compliance with applicable statutory, customer and company health and safety requirements.
• Comply with Indra's policies and procedures, particularly those relating to conduct, quality, security, health, safety and the environment.
• Undertake other reasonable duties as assigned by the manager in response to business needs.

Requirements

Essential:

• Proven experience managing a team of at least five people.
• Demonstrable experience within a technical service support organisation.
• Experience supporting electromechanical field assets.
• Experience managing internal and external stakeholders.
• Basic networking knowledge, including TCP/IP.
• Proven technical knowledge and problem-solving skills within a service support environment.
• HNC/HND in a relevant engineering discipline, alongside proven experience within an industrial maintenance environment.

Desirable:

• Degree-level qualification in a STEM discipline.
• Experience understanding and implementing health and safety requirements in operational environments.
• Experience managing software releases across a large number of field assets.
• Customer relationship management experience.
• Strong commercial awareness.
• Experience managing field-based maintenance teams and site-based engineers.
• Service delivery management experience, including delivery against demanding SLAs.
• Technical experience working with device hardware down to component level.

Knowledge Required

• Strong understanding of technical service support and incident management processes.
• Knowledge of ITIL Problem Management principles and practices.
• Technical understanding of electromechanical field assets and associated support requirements.
• Understanding of hardware and software testing, releases and technical change management.
• Knowledge of networking principles, including TCP/IP.
• Understanding of service delivery performance, KPIs and service-level agreements.
• Awareness of health and safety requirements within operational environments.
• Commercial awareness, including budget management and cost control.

Person Specification

The successful candidate will be a proactive and technically capable leader, committed to delivering exceptional customer service and holding teams accountable to high standards of quality and performance.

They will demonstrate:

• Strong leadership and people management skills.
• Excellent interpe