Front Office Systems Manager (Ticketing Systems)

Overview

In this Front Office Systems & Devices Manager role, you own the operational performance and continuous improvement of passenger-facing systems and field devices within a major public transport programme. You lead a multi-disciplinary team to ensure high availability, rapid incident response, and a seamless customer experience across ticketing, gates, validators, and kiosks. You drive live-operations with L2/L3 support and act as the senior escalation point for major incidents affecting front office technology. Your work aligns IT, engineering, and operations to meet SLAs and deliver measurable improvements.

Responsibilities

• Manage end-to-end support and operation of front office systems and field devices across stations and customer environments
• Oversee L2/L3 support with emphasis on real-time impact and customer experience
• Coordinate major incident resolution for ticketing, gates, validators, kiosks, and related platforms
• Drive incident management, prioritisation, RCA, service performance, and uptime
• Collaborate with field engineers, maintenance teams, and operations to resolve hardware/software issues in live environments
• Engage with the client on system performance, incident trends, service improvements, and operational risk mitigation
• Ensure contractual SLAs/KPIs are met, focusing on availability and revenue protection
• Lead continuous improvement initiatives for system optimisation, reliability, and efficiency
• Provide leadership to cross-functional teams and align IT, engineering, and operations
• Support capacity planning, resource forecasting, and service readiness for peak periods
• Produce performance reporting including dashboards and improvement roadmaps

Key requirements

• Proven experience managing customer-facing technology in operational environments (ticketing/fare collection, gates/validators, self-service kiosks or POS)
• Strong background in technical operations, service delivery, or support leadership (L2/L3)
• Experience managing live incidents with direct impact on customers or revenue
• Ability to work with field support teams and engineering in device-based environments
• Knowledge of incident/major incident management, RCA, and KPI management
• Proven leadership of multi-disciplinary teams across IT, engineering, and operations
• Excellent stakeholder management and client-facing communication skills

• Operationally minded
• Customer impact focus
• Proactive and analytical problem-solver
• Ticketing systems
• Gate/validator systems
• Self-service kiosks or vending devices

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