Back Office Support Manager

Back Office Support Manager (FCT, 16 months until Nov 2027)

Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.

The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.

With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions. It is recognised as one of the world’s top three companies in public transportation management systems. Indra’s technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.

Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent. Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.

In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.

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 enables 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

About the Project

Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.

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.

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. The Back Office Support Manager is responsible for establishing and communicating required strategies, aligning people and resources to carry out the organizations strategy and measures the team’s effectiveness against the organization’s expectations. Incumbent will systematically improve the company by supporting the cultural values and improving systems and innovating. This position typically works under limited supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Requirements

Essential:

• Proven experience overseeing all aspects of enterprise IT system and implementing and supporting such systems.
• Demonstrated ability to provide planning, evaluation, and implementation expertise for complex and integrated technology and manage multiple projects; experience with needs assessment, system design, tech selection, business continuity planning, auditing, and risk management.
• Must have experience leading, motivating, directing, training, and evaluating personnel and a demonstrated commitment and ability establishing excellent customer service and end user satisfaction.
• Demonstrable track record of leading technical projects and teams to achieve challenging business goals and significantly improved performance.
• Extensive knowledge and proven record of delivering and administering large and business critical database solutions within a structured enterprise environment.
• Exceptional leadership skills and boundless optimism, effective at managing performance issues and passionate about being part of and building a high performing team.
• A track record of making complex decisions with authority, even in times of ambiguity, considering the potential long term risks and implications.
• Able to drive lean practices, identifying waste and inefficiencies and leading remediation efforts.
• Experience with Cloud technologies i.e. MS Azure, AWS
• Experience of developing clear, concise documentation (design, technical, support and operational)

Education and qualifications

Essential:

• Degree, or equivalent, in computer science, business information management, computer engineering.

Personal Qualities

• A self-starter with a can-do orientation that identifies smart, creative methods to complete complex tasks with minimal effort.
• Excellent interpersonal and communication skills required, as well as demonstrated critical thinking and organizational skills with ability to report complex information and data in a succinct, understandable, and visual way.
• Ability to prioritize, anticipate needs, take initiative, meet deadlines, and be accountable to delivering business results.

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