Front Office Systems Manager (Ticketing Systems)

OverviewWe are seeking a Front Office Systems and Devices Manager 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 ResponsibilitiesLead 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 managementTicket prioritisation and queue managementRoot cause analysis (RCA)Service performance and uptimeWork 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 ..... full job details .....