In - charge accountant for various assurance department services including audits, reviews, and compilations. Collaborate with clients across industries ensuring quality and compliance with standards.
About the role
- Service Desk Manager at Indra managing IT infrastructure operations and leading a Service Desk team. Ensuring service quality and continuous improvement for key operations with Transport for London.
Responsibilities
- Ownership of the end-to-end lifecycle of incidents, service requests and system faults, ensuring outstanding service quality, SLA compliance and continuous improvement.
- Oversee Major Incident Management and act as the escalation point for business-critical disruptions.
- Ensure accurate documentation, robust root-cause analysis and proactive Problem Management.
- Build, motivate and coach a high-performing, multicultural Service Desk team.
- Drive effective resource planning, knowledge sharing, succession planning and skills development.
- Serve as the primary operational contact for TfL, providing regular performance reporting and contributing to governance forums.
- Collaborate with internal teams, third-party suppliers and senior stakeholders to ensure seamless, end-to-end service delivery.
- Lead initiatives in process optimisation, automation and self-service to elevate end-user experience.
- Champion Lean IT and ITIL best practice to enhance service excellence and operational efficiency
Requirements
- Bachelor’s degree (or equivalent) in Computer Science, Engineering, IT Management or a related discipline.
- ITIL v3 or ITIL 4 Foundation (minimum); Intermediate/Managing Professional preferred.
- Desirable: Lean IT, Six Sigma, or Project Management certification (PRINCE2/PMP).
- Extensive experience in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role.
- Proven track record running large-scale Service Desk operations (500+ users, high-volume ticketing).
- Advantageous: experience within transport, public sector or critical-infrastructure contracts.
- Strong leadership and team-building capability with a hands-on, problem-solving mindset.
- Composed under pressure and effective in mission-critical settings.
- Excellent communication and stakeholder-management skills.
- Results-driven, proactive and committed to continuous improvement.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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