Service Delivery Senior Manager (Ticketing)

Service
Delivery Senior Manager

We are seeking an experienced Service Delivery
Senior Manager to lead the end -to -end delivery of maintenance services for a
major programme within the public transport sector.

This role will be responsible for ensuring the
effective operation, availability, and performance of a core transport
technology system and its associated field assets. The successful candidate
will oversee multidisciplinary teams across field services, workshop
operations, stores, logistics, service desk, and front office support.

The position requires strong leadership,
operational discipline, and the ability to drive service excellence across a
large, diverse organisation with multiple workstreams, team leaders, and a
significant number of technicians.

Key Duties Include:

• Provide
  overall leadership for the end -to -end maintenance services organisation,
  ensuring high performance across field services, workshop operations,
  stores and logistics, service desk, and front office support.
  
• Oversee
  the effective delivery of preventive and corrective maintenance, ensuring
  system availability, service quality, and contractual compliance.
  
• Act as
  the senior point of escalation for maintenance -related matters, ensuring
  timely decision -making and coordinated responses across internal teams and
  delivery partners.
  
• Ensure
  strong governance across resource planning, service performance, KPIs, and
  continuous service improvement initiatives.
  
• Lead
  senior -level engagement with the client, representing the maintenance
  organisation in governance committees, performance reviews, and
  operational alignment meetings.
  
• Provide
  strategic direction to team leads and managers, ensuring clear processes,
  robust safety standards, and a high -performance culture across the
  maintenance function.
  
• Oversee
  the planning and readiness of supporting functions, including access
  management, spares, logistics, and technical support, ensuring operational
  efficiency without direct involvement in day -to -day tasks.
  
• Support
  installation and rollout planning where required, aligning resource
  capacity with programme needs.
  

Requirements:

• Bachelor’s
  degree, or equivalent, in Engineering, Telecommunications, Electronics,
  IT, or a related discipline.
  
• Extensive
  experience delivering maintenance, technical operations, or service
  management in complex, regulated, or safety -critical environments.
  
• Proven
  leadership experience managing large operational teams, including field
  engineers, workshop technicians, and service support functions.
  
• Strong
  understanding of maintenance delivery models, asset lifecycle management,
  repair processes, and spare -parts logistics.
  
• Demonstrated
  experience managing multi -tier support models, technical escalations, and
  incident resolution.
  
• Proven
  ability to manage service performance, KPIs, SLAs, and continuous
  improvement initiatives.
  
• Experience
  with operational governance frameworks, safety procedures, and compliance
  auditing.
  
• Excellent
  stakeholder management skills, including engagement with public authorities,
  clients, and large delivery organisations.
  
• Strong
  leadership, communication, organisational, and decision -making
  capabilities.
  

Desirable Experience:

• Experience
  in fare collection systems, transport technology, or large -scale public
  transport operations.
  
• Experience
  managing electro -mechanical, electronic, or IT hardware repair
  environments.
  
• Familiarity
  with workshop operations, spares forecasting, MTTR/MTBF analysis, and
  quality assurance frameworks.
  
• Experience
  with incident management, root -cause analysis, and service improvement
  methodologies.
  
• Exposure
  to access -controlled operational environments or highly regulated
  technical infrastructure.