Incident Service Management Lead

About the company

Indra is a major global technology and consulting organisation that supports customers in running essential business operations around the world. Through its specialist capabilities in Transport and Defence, and via its affiliate Minsait in Digital Transformation Consultancy and Information Technologies, the business delivers proprietary solutions with a strong innovation focus. For the 2025 financial year, the company reported revenue of €5.5 billion, employed more than 60,000 people, had a local presence in 46 countries, and operated in over 140 countries.

Its work is guided by four core principles: Innovation, Trust, Connection, and Foresight.

Role overview

The Incident Service Management Lead partners with the Service Delivery Manager to improve service governance, performance, operational effectiveness, and continuous improvement. This role has end-to-end responsibility for the ownership, governance, performance, and maturity of Incident Management, Problem Management, and Service Request Management across the service. The goal is to ensure these practices are embedded, measured, well controlled, and continually enhanced to support service excellence, resilience, customer satisfaction, and contractual commitments.

As the lead for these practices, the person in this role works with operations teams, suppliers, vendors, transport operators, customer support functions, and other stakeholders to raise service quality, strengthen operational performance, remove recurring root causes, and drive ongoing service improvements. The role helps ensure incidents, problems, and requests are handled in a consistent, efficient, and controlled way, reducing operational risk and service interruption.

During major incidents, the role supports the Service Delivery Manager by coordinating technical teams, suppliers, actions, communications, and recovery activity. This allows the Service Delivery Manager to focus on executive updates, customer engagement, stakeholder management, escalation handling, and restoring service. The role also contributes to customer service reviews, operational performance reviews, and resolution of issues affecting customers and end users.

In addition, the position is responsible for operational governance, performance reporting, trend analysis, process compliance, knowledge capture, and continuous improvement work, helping keep the service aligned with business goals, readiness expectations, customer needs, and industry best practice.

Key responsibilities

• Take ownership of the Incident Management process and ensure it is properly governed.
• Own the Problem Management process, including the handling of known errors.
• Work jointly with the Change & Release Lead to manage and improve Service Request Management.
• Assist the Service Delivery Manager during major incidents by coordinating teams, vendors, actions, communications, and recovery efforts.
• Run post-incident reviews and monitor corrective actions through to closure.
• Review incident and request patterns to uncover opportunities for service improvement.
• Prepare operational reports, KPI updates, trend insights, and governance packs.
• Lead continuous service improvement efforts and quality enhancement actions.
• Work with suppliers and internal teams to meet SLA and KPI targets.
• Support Operational Readiness Testing, service transition, and go-live readiness activities.
• Help maintain knowledge records, lessons learned, operational guides, and documentation.
• Contribute to Change Advisory Board activity and review the operational impact of planned changes.

Experience requirements

• At least 5 years of experience in a Service Management, Service Delivery, Operations, or Managed Services setting.
• Direct experience managing Incident Management and Problem Management in an ITIL-based organisation.
• Background in coordinating technical teams, suppliers, and stakeholders during incidents that affect service.
• Experience leading root cause analysis and ensuring corrective actions are completed.
• Ability to prepare operational reports, KPI dashboards, service review materials, and governance reporting.
• Hands-on experience with ITSM tools such as Maximo, ServiceNow, Jira Service Management, or similar platforms.
• Experience working in environments driven by SLA, KPI, and performance targets.
• Exposure to third-party supplier coordination and vendor management processes.
• Experience supporting customer-facing services and operational support teams.
• Desirable experience in transport, ticketing, payments, critical infrastructure, public sector, or other highly regulated environments.
• Desirable experience with Operational Readiness Testing, service transition, or go-live support.
• Desirable experience in Change Management, Release Management, and Service Request Management.
• Desirable experience supporting Knowledge Management and continual improvement programmes.
• Desirable exposure to CABs, service review boards, and operational governance forums.
• Desirable experience in multi-vendor environments and customer service operations.

Skills and competencies

• Strong capability in incident and problem handling.
• Good diagnostic, analytical, and troubleshooting ability.
• Ability to spot trends, risks, and improvement opportunities.
• Strong communication and stakeholder engagement skills.
• Excellent verbal and written communication.
• Well-developed organisation and governance discipline.
• Ability to influence technical teams and vendors and hold them accountable.
• Comfortable working under pressure and prioritising effectively in live operational settings.
• Strong reporting, presentation, and service review skills.
• Customer-centric approach with a focus on service quality and improvement.
• Desirable understanding of change and release processes.
• Desirable knowledge of service request fulfilment and knowledge management systems.
• Desirable familiarity with service transition and operational readiness practices.
• Desirable experience building KPI frameworks and service reporting models.
• Desirable understanding of supplier performance management.
• Desirable experience running workshops, service reviews, and improvement sessions.

Qualifications

• ITIL Foundation certification, with ITIL v4 preferred.
• A third-level qualification in Information Technology, Business, Engineering, or a related field, or equivalent practical experience.
• Desirable: ITIL Managing Professional, ITIL Practice Manager, or equivalent.
• Desirable: Lean Six Sigma Green Belt or equivalent.
• Desirable: Project management certification such as PRINCE2, PMP, Agile, or similar.
• Desirable: Experience or certification related to ServiceNow, Maximo, or another ITSM platform.

Benefits

• 24 days of holiday per year, plus Irish bank holidays, with the option to buy or sell days.
• Pension contribution of 7% from the employee and 7% from the employer.
• Private medical cover, including dental and optical benefits.
• Flexible and hybrid working arrangements.
• Support for charitable initiatives.
• Learning and development programmes.
• Travel and expense allowances.
• An innovative, collaborative workplace.

Equal opportunity statement

The employer is committed to equal employment opportunity and considers applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law.