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 ITIL Expert to lead the definition, assessment, standardisation and implementation of IT Service Management processes across a large-scale service transition and mobilisation programme.

This is a strategic and operationally focused role responsible for transforming existing operational practices, tacit knowledge, supplier-specific procedures and legacy ways of working into a coherent, documented and auditable ITIL-aligned process framework. The successful candidate will assess current-state processes, identify gaps and improvement opportunities, design future-state operating models and support successful process adoption across operational teams.

Working closely with service management teams, technical SMEs, incumbent supplier personnel, customer stakeholders and transition workstreams, the ITIL Expert will help establish a sustainable service management framework that enables operational consistency, clear accountability, effective governance, knowledge retention, service quality and continual improvement.

The role is primarily focused on Mobilisation, Knowledge Capture, Process Assessment, Process Design, Documentation and Early Process Adoption, with limited involvement in long-term operational service management activities.

Key Responsibilities

• ITIL Process Assessment: Assess current operational processes, procedures, workflows, support models and governance controls, identifying gaps, inefficiencies, risks and undocumented activities that may affect readiness, auditability or service quality
• Future-State Process Design: Define and document ITIL-aligned process architectures, process maps, RACI models, governance forums, escalation paths, inputs, outputs, controls, KPIs and process interfaces
• Knowledge Capture and Transformation: Capture incumbent supplier knowledge, legacy practices and operational procedures and transform them into structured, traceable and adoptable ITIL-aligned process documentation
• Documentation and Procedural Development: Develop and maintain process policies, workflows, operating procedures, work instructions, governance documentation, templates, version-control processes and approval standards
• Implementation and Early Process Adoption: Lead process onboarding, training, stakeholder engagement and early adoption activities. Validate adoption through readiness gates, quality reviews, governance checks, operational sampling and evidence packs
• Continual Improvement and Maturity: Establish baseline process maturity assessments, improvement roadmaps and a Continual Improvement approach informed by stakeholder feedback, audit findings, service performance and lessons learned
• Facilitate workshops and interviews with operational teams, technical specialists, suppliers and customer stakeholders to understand existing practices and define future-state requirements
• Work collaboratively with transition and mobilisation workstreams to ensure processes are aligned with service readiness and operational requirements
• Identify process dependencies, risks and control gaps and ensure appropriate actions are documented and tracked
• Support the development of governance and assurance mechanisms to ensure processes remain consistent, measurable and auditable

Requirements

Essential

• Extensive experience designing, implementing and improving ITIL-based Infrastructure Service Management processes
• Proven experience in ITSM transformation, service transition, mobilisation or service improvement programmes
• Strong knowledge of ITIL v4 practices, operating models and process governance principles
• Experience conducting process assessments, maturity reviews, current-state analysis and gap analysis
• Ability to define frameworks, operating models, governance structures, RACI matrices and operational procedures
• Strong workshop facilitation, business analysis, stakeholder engagement and interviewing skills
• Proven experience capturing operational knowledge and converting it into process documentation, SOPs and training materials
• Excellent written communication skills, with the ability to produce high-quality executive, operational and audit-ready documentation
• Strong understanding of process governance, controls, accountability and operational readiness

Desirable

• Experience within transport, public sector, regulated or mission-critical technology environments
• Experience with ServiceNow, BMC Helix or similar enterprise ITSM platforms
• Experience working with ISO 20000-aligned service management frameworks
• Experience of supplier transition, service handback, service takeover or mobilisation
• Knowledge of organisational change management and process adoption techniques
• Experience in governance, audit, assurance, compliance, Lean, Six Sigma or Business Process Management

Benefits

• 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.