Governance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
- Front Office Support Manager leading technical support and service delivery for public transport sector. Overseeing L2/L3 support and maintaining performance across applications in a hybrid role.
Responsibilities
- Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications.
- Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements.
- Act as the senior escalation point for front office–related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups.
- Lead high‑level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance.
- Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics.
- Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery.
- Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment.
- Maintain alignment with adjacent service functions (service desk, maintenance teams, engineering, and performance assurance) to ensure fully integrated service delivery.
- Coordinate resource planning, capacity management and forecasting with the team leader to ensure readiness and operational efficiency.
- Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement.
Requirements
- Bachelor’s degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline.
- Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing or mission‑critical environments.
- Deep understanding of Front Office systems, field devices or distributed operational technology.
- Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting.
- Proven leadership experience managing multi‑disciplinary technical teams.
- Strong operational governance skills, including KPIs, SLAs, service performance and continuous improvement.
- Excellent communication and stakeholder management capabilities, especially in customer‑facing roles.
- Ability to operate confidently in contractually complex, high‑assurance environments.
- Strong analytical and decision‑making abilities.
- Desirable Experience: Experience with fare collection systems, transport technology or revenue device management.
- Knowledge of incident management tooling, ticketing systems and monitoring platforms.
- Understanding of software and hardware diagnostic processes.
- Experience contributing to system upgrades, operational improvements or change initiatives.
Benefits
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
- 35 hour working week
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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