Ticketing Systems Lead
FBI &TMT
We are seeking a
Ticketing Systems Lead
to lead the operational performance, support, and continuous improvement of
customer-facing systems and field devices
within a major public transport programme. This role goes beyond traditional IT support - it requires ownership of
live operational technology , including ticketing systems, validators, gates, kiosks, and other passenger-facing devices that are critical to daily service delivery. You will lead a multi-disciplinary team responsible for ensuring
high availability, rapid incident response, and seamless customer experience
across all front office technology.
Key Responsibilities
Lead the end-to-end support and operation of
front office systems and field devices , ensuring reliable performance across stations and customer environments.
Oversee the delivery of
L2 and L3 support services , with a strong focus on
real-time operational impact and customer experience .
Act as the senior escalation point for
major incidents affecting ticketing systems, gates, validators, kiosks, and associated platforms , coordinating rapid resolution with engineering and field teams.
Drive operational excellence across: Incident management Ticket prioritisation and queue management Root cause analysis (RCA) Service performance and uptime
Work closely with
field engineers, maintenance teams, and operational stakeholders
to ensure effective resolution of hardware and software issues in live environments.
Lead engagement with the client on: System performance Incident trends Service improvements Operational risks and mitigation
Ensure systems meet
contractual SLAs/KPIs , particularly those linked to
customer availability and revenue protection .
Identify and deliver
continuous improvement initiatives , including system optimisation, reliability improvements, and operational efficiencies.
Provide leadership and direction to a cross-functional team including
team leaders, engineers, analysts, and support staff , ensuring alignment between IT, engineering, and operations.
Support
capacity planning, resource forecasting, and service readiness , ensuring resilience across peak operational periods.
Produce regular performance reporting including
dashboards, trend analysis, and improvement roadmaps .
What We're Looking For
Essential Experience
Proven experience within
transport, ticketing, or revenue collection environments . Experience managing
distributed devices or field technology estates . Proven experience managing
customer-facing technology in operational environments , such as:
Ticketing / fare collection systems Gate or validator systems Self-service kiosks or vending machines Retail / POS / device-based environments
Strong background in
technical operations, service delivery, or support leadership (L2/L3) , with exposure to
both software and hardware systems . Experience managing
live operational incidents
where system downtime directly impacts customers or revenue. Demonstrated ability to work closely with
field support teams and engineering functions , understanding the realities of device-based environments. Strong understanding of:
Incident and major incident management Root cause analysis (RCA) Service performance and KPI management
Proven leadership experience managing
multi-disciplinary teams across IT, engineering, and operations . Excellent stakeholder management skills, with the ability to engage confidently in
customer-facing and operational discussions .
Desirable Experience
Knowledge of
monitoring tools, service management platforms, and device diagnostics . Experience contributing to
system upgrades, rollouts, or transformation programmes .
Key Attributes
Operationally minded with a strong focus on
customer impact and service availability Comfortable working in
fast-paced, high-availability environments Able to bridge the gap between
IT systems and real-world operational delivery Proactive, analytical, and solution-oriented Strong leadership presence with the ability to
drive accountability and performance
Why This Role Matters
This is a critical role at the intersection of
technology and operations , ensuring that the systems passengers rely on every day - from ticket purchase to gate access - function seamlessly.
TPBN1_UKTJ
Ticketing Systems Lead
to lead the operational performance, support, and continuous improvement of
customer-facing systems and field devices
within a major public transport programme. This role goes beyond traditional IT support - it requires ownership of
live operational technology , including ticketing systems, validators, gates, kiosks, and other passenger-facing devices that are critical to daily service delivery. You will lead a multi-disciplinary team responsible for ensuring
high availability, rapid incident response, and seamless customer experience
across all front office technology.
Key Responsibilities
Lead the end-to-end support and operation of
front office systems and field devices , ensuring reliable performance across stations and customer environments.
Oversee the delivery of
L2 and L3 support services , with a strong focus on
real-time operational impact and customer experience .
Act as the senior escalation point for
major incidents affecting ticketing systems, gates, validators, kiosks, and associated platforms , coordinating rapid resolution with engineering and field teams.
Drive operational excellence across: Incident management Ticket prioritisation and queue management Root cause analysis (RCA) Service performance and uptime
Work closely with
field engineers, maintenance teams, and operational stakeholders
to ensure effective resolution of hardware and software issues in live environments.
Lead engagement with the client on: System performance Incident trends Service improvements Operational risks and mitigation
Ensure systems meet
contractual SLAs/KPIs , particularly those linked to
customer availability and revenue protection .
Identify and deliver
continuous improvement initiatives , including system optimisation, reliability improvements, and operational efficiencies.
Provide leadership and direction to a cross-functional team including
team leaders, engineers, analysts, and support staff , ensuring alignment between IT, engineering, and operations.
Support
capacity planning, resource forecasting, and service readiness , ensuring resilience across peak operational periods.
Produce regular performance reporting including
dashboards, trend analysis, and improvement roadmaps .
What We're Looking For
Essential Experience
Proven experience within
transport, ticketing, or revenue collection environments . Experience managing
distributed devices or field technology estates . Proven experience managing
customer-facing technology in operational environments , such as:
Ticketing / fare collection systems Gate or validator systems Self-service kiosks or vending machines Retail / POS / device-based environments
Strong background in
technical operations, service delivery, or support leadership (L2/L3) , with exposure to
both software and hardware systems . Experience managing
live operational incidents
where system downtime directly impacts customers or revenue. Demonstrated ability to work closely with
field support teams and engineering functions , understanding the realities of device-based environments. Strong understanding of:
Incident and major incident management Root cause analysis (RCA) Service performance and KPI management
Proven leadership experience managing
multi-disciplinary teams across IT, engineering, and operations . Excellent stakeholder management skills, with the ability to engage confidently in
customer-facing and operational discussions .
Desirable Experience
Knowledge of
monitoring tools, service management platforms, and device diagnostics . Experience contributing to
system upgrades, rollouts, or transformation programmes .
Key Attributes
Operationally minded with a strong focus on
customer impact and service availability Comfortable working in
fast-paced, high-availability environments Able to bridge the gap between
IT systems and real-world operational delivery Proactive, analytical, and solution-oriented Strong leadership presence with the ability to
drive accountability and performance
Why This Role Matters
This is a critical role at the intersection of
technology and operations , ensuring that the systems passengers rely on every day - from ticket purchase to gate access - function seamlessly.
TPBN1_UKTJ
Reference: WJ-799_23699212