Field Service Manager

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Therefore, Indra will become TfL's strategic technology partner to guarantee the operation and evolution of the world's largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

Role Overview

We are seeking an experienced Field Services Manager to lead and coordinate a team of field engineers supporting a major public transport technology programme.

This role will be responsible for the effective delivery of field maintenance and support activities across assigned locations, ensuring that operational requirements, service levels, KPIs and contractual commitments are consistently achieved.

You will oversee day-to-day field operations, including incident response, corrective and preventive maintenance, and field interventions on front-office equipment. Acting as a key escalation point, you will work closely with engineering, project, service management and customer-facing teams to resolve operational issues and ensure high levels of system availability.

The role will also involve effective resource planning, team performance management, operational reporting and continuous improvement of field service processes. You will provide leadership and guidance to field engineers, ensuring they have the appropriate resources, skills and information to carry out their responsibilities safely and effectively.

Requirements

Key Responsibilities

• Lead and coordinate a team of field engineers across multiple locations
• Plan and allocate engineering resources to meet maintenance schedules, operational requirements and contractual commitments
• Oversee incident response, corrective maintenance, preventive maintenance and field interventions
• Monitor performance against agreed service levels, KPIs and operational targets
• Act as the primary escalation point for field-based operational issues
• Work collaboratively with internal teams and stakeholders to ensure timely resolution of incidents and issues
• Provide leadership, coaching and guidance to field engineering teams
• Ensure maintenance activities, incidents and interventions are accurately recorded and reported
• Monitor health, safety, quality and compliance across field operations
• Identify opportunities to improve processes, procedures and working practices
• Provide regular updates to senior management on operational performance, risks, issues and resource requirements
• Support the successful delivery and ongoing performance of the wider transport technology programme

Person Specification

The successful candidate will:

• Be an organised and effective people leader who can motivate and support a technical team
• Be comfortable working in a fast-paced operational environment with competing priorities
• Have a calm and structured approach to managing incidents, escalations and unexpected challenges
• Be confident making decisions and taking ownership of operational issues
• Have excellent communication skills and the ability to build positive relationships with a wide range of stakeholders
• Be proactive in identifying potential issues and finding practical solutions
• Demonstrate a strong commitment to safety, quality and operational standards
• Be commercially and operationally aware, with an understanding of the importance of meeting contractual commitments
• Be adaptable and comfortable working across multiple locations and with different teams
• Have a continuous improvement mindset and be willing to challenge and improve existing processes
• Demonstrate professionalism, accountability and a strong customer-focused approach

Benefits

What we can offer you

• 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
• 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.