Incident Service Management Lead

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 2025 financial year, Indra achieved revenue of 5.5billion, 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 enables 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.

The Incident Service Management Lead reports to and supports the Service Delivery Manager in the governance, performance, operational effectiveness, and continual improvement of the service. The role is responsible for the ownership, governance, performance, and operational maturity of the Incident Management, Problem Management, and Service Request Management practices across the service, ensuring they are effectively embedded, measured, governed, and continuously improved to support service excellence, operational resilience, customer satisfaction, and contractual performance obligations.

Acting as the Service Lead for these practices, they will work closely with operational support teams, suppliers, vendors, transport operators, customer-facing support functions, and key stakeholders to drive service quality, operational performance, root cause elimination, and continual service improvement initiatives. The role ensures incidents, problems, and service requests are managed in a consistent, controlled, and efficient manner, delivering positive outcomes for customers, end users, and stakeholders while minimising operational risk and service disruption.

The role supports the Service Delivery Manager during Major Incidents by coordinating technical teams, suppliers, actions, communications, and recovery activities, enabling the Service Delivery Manager to focus on executive communications, customer engagement, stakeholder management, escalation management, and service restoration. The role will also support customer-facing service reviews, operational performance reviews, and the management of service issues impacting customers and end users.

In addition, the role is responsible for driving operational governance, performance reporting, trend analysis, process compliance, knowledge capture, and continual improvement activities to ensure the service remains aligned with business objectives, operational readiness requirements, customer expectations, and industry best practices.

Key Responsibilities

• Own and govern the Incident Management process.
• Own and govern the Problem Management process, including Known Error Management.
• Jointly manage and continually improve the Service Request Management process alongside the Change & Release Lead.
• Support the Service Delivery Manager during Major Incidents by coordinating technical teams, suppliers, actions, communications, and recovery activities.
• Facilitate post-incident reviews and track corrective actions through to completion.
• Analyse incident and service request trends to identify service improvement opportunities.
• Produce operational reports, KPI reporting, trend analysis, and governance information.
• Drive continual service improvement initiatives and service quality improvements.
• Coordinate suppliers and internal teams to ensure SLA and KPI performance targets are achieved.
• Support Operational Readiness Testing (ORT), service transition, and go-live readiness activities.
• Contribute to Knowledge Management by ensuring lessons learned, knowledge articles, and operational documentation are maintained.
• Support Change Advisory Board activities and assess operational impacts of planned changes.

Requirements

Essential Experience

• Minimum 5 years' experience working within a Service Management, Service Delivery, Operations, or Managed Services environment.
• Proven experience managing Incident Management and Problem Management processes within an ITIL-aligned organisation.
• Experience coordinating technical teams, suppliers, and stakeholders during service-impacting incidents.
• Experience facilitating Root Cause Analysis (RCA) investigations and driving corrective actions to completion.
• Experience producing operational reports, KPI dashboards, service reviews, and governance reporting.
• Experience working with ITSM platforms such as Maximo, ServiceNow, Jira Service Management, or equivalent.
• Experience working within SLA, KPI, and performance-driven environments.
• Experience working with third-party suppliers and vendor management processes.
• Experience supporting customer-facing services and operational support functions.

Desirable Experience

• Experience within transport, ticketing, payments, critical national infrastructure, public sector, or highly regulated environments.
• Experience supporting Operational Readiness Testing (ORT), service transition, or go-live activities.
• Experience in Change Management, Release Management, and Service Request Management.
• Experience supporting Knowledge Management and continual service improvement programmes.
• Experience participating in CABs, service review boards, and operational governance forums.
• Experience working within multi-vendor service environments.
• Experience supporting customer experience, customer care, or operational service centres.

Essential Skills & Competencies

• Strong Incident and Problem Management capability.
• Strong analytical and troubleshooting skills.
• Ability to identify trends, risks, and service improvement opportunities.
• Strong stakeholder management and communication skills.
• Excellent written and verbal communication skills.
• Strong organisational and governance skills.
• Ability to influence and drive accountability across technical teams and suppliers.
• Ability to prioritise and perform under pressure in operational environments.
• Strong reporting, presentation, and service review skills.
• Customer-focused mindset with a commitment to service quality and continual improvement.

Desirable Skills & Competencies

• Knowledge of Change Management and Release Management practices.
• Knowledge of Service Request fulfilment processes.
• Knowledge of Knowledge Management principles and KMS platforms.
• Understanding of service transition and operational readiness practices.
• Experience developing KPI frameworks and service reporting models.
• Understanding of vendor performance management.
• Experience facilitating workshops, service reviews, and improvement initiatives.

Qualifications & Certifications

Essential

• ITIL Foundation Certification (v4 preferred).
• Third-level qualification in Information Technology, Business, Engineering, or a related discipline, or equivalent practical experience.

Desirable

• ITIL Managing Professional, ITIL Practice Manager, or equivalent.
• Lean Six Sigma Green Belt or equivalent.
• Project Management certification (PRINCE2, PMP, Agile, or equivalent).
• ServiceNow, Maximo, or equivalent ITSM platform

Benefits

• Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
• Pension - 7% employee and 7% employer
• Private medical insurance (including dental & optical)
• Flexible/hybrid working options
• Charitable initiatives
• Learning and development programs
• Travel & expense allowances
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability or other characteristics protected by law.