Service Design Manager

Service Design Manager - 17 month FTC

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

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 enable 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.

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 Service Design Manager is responsible for defining and implementing Indra’s service design and service transition approach for the TfL Proteus contract, ensuring that all changes to TfL’s Revenue Collection System are designed, assured, and transitioned into live service in a controlled and compliant manner. The role leads all service design activities related to the implementation of changes across the end‑to‑end service landscape, ensuring that processes, tools, organisation, and governance are in place to support efficient delivery across the full-service lifecycle. The Service Design Manager ensures that all service design artefacts are complete, consistent, and compliant with Indra internal standards and TfL contractual requirements, and that services are designed to meet business objectives, operational needs, and service acceptance criteria at all times.

Key duties include:

• Define, maintain, and continuously improve the Service Design and Service Transition Plan, ensuring alignment with contractual requirements and TfL governance.
• Lead the development of end‑to‑end service designs covering service design, change management, testing, transition, and decommissioning processes.
• Ensure all service designs support safe, controlled implementation of changes, minimising disruption to live services and customers.
• Define and manage service acceptance criteria, system impact assessments, and traceability from business requirements through to delivery and testing.
• Coordinate across suppliers and interfacing parties to ensure integrated service design and clear accountability across the ecosystem.
• Ensure that all service designs meet business objectives, quality, compliance, security, and cost requirements.
• Oversee production and governance of all service design artefacts, including high-level and low-level designs, support models, and documentation for assurance.
• Ensure services are designed for resilience, scalability, supportability, and minimal operational impact, including avoidance of single points of failure.
• Lead the service assurance process, ensuring all design, development, testing, and release stages are completed and approved prior to deployment.
• Lead the Change Advisory Board (CAB) process, ensuring all service design aspects of proposed Changes are adequately defined, assessed, and approved
• Drive operational readiness and service transition, including release management, deployment, training, early life support, and successful embedding into live operations.