System Support Manager

Indra Group

. Lead the System Support function, overseeing technical incident resolution, problem management, and introduction of new and changed technical services .

Posted 11/12/2026contractLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL Problem Management, technical incident resolution, and service delivery management, with a strong focus on continuous improvement and customer satisfaction. Proven ability to lead teams, manage budgets, and ensure compliance with health and safety standards.

Highest-signal resume keywords

ITIL Problem ManagementTechnical Incident ResolutionService Delivery ManagementTeam LeadershipBudget Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Service SupportElectromechanical Field AssetsNetworking KnowledgeProblem-Solving SkillsHardware and Software TestingService-Level AgreementsKPI ManagementContinuous ImprovementTechnical Change ManagementField-Based Maintenance Management

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsLeadership SkillsCollaborative Problem-Solving

Certifications & Qualifications

HNC/HND in Engineering DisciplineDegree-Level Qualification in STEM Discipline

Industry Keywords

Service DeliveryHealth and Safety ComplianceCustomer Relationship ManagementCommercial AwarenessBudget Management

Tech Stack

Tools & technologies

TCP/IP

About the role

Key responsibilities & impact

Lead the System Support function, overseeing technical incident resolution, problem management, and introduction of new and changed technical services
Manage and report on hardware and software pilot testing for new and changed technical services
Ensure new and changed services deliver value to customers and support effective service delivery
Identify and mitigate service risks
Own and manage the ITIL Problem Management process, including trend analysis, repeat-incident reviews, and major-incident follow-up
Work with subject matter experts on technical changes affecting service delivery and implement contingency measures
Lead the System Support team and monitor performance against agreed KPIs
Interface with project, installation, field maintenance, and customer service departments
Serve as management escalation point for technical issues and major incidents
Act as customer contact for escalations, problem reviews, and projects involving new or changed services
Define and agree performance measures for the System Support function
Maintain ownership and control of the department budget
Manage resolution of technical incidents and service requests from service desk, field maintenance, project stakeholders, and customers
Identify and implement training needs arising from new or changed services affecting field assets
Drive continuous improvement to increase asset reliability and maintainability
Ensure safe systems of work, quality standards, health and safety, environmental, security, and company policy compliance

Requirements

What you’ll need

Proven experience managing a team of at least five people
Demonstrable experience within a technical service support organisation
Experience supporting electromechanical field assets
Experience managing internal and external stakeholders
Basic networking knowledge, including TCP/IP
Proven technical knowledge and problem-solving skills within a service support environment
HNC/HND in a relevant engineering discipline, alongside proven experience within an industrial maintenance environment
Degree-level qualification in a STEM discipline (desirable)
Experience understanding and implementing health and safety requirements in operational environments (desirable)
Experience managing software releases across a large number of field assets (desirable)
Customer relationship management experience (desirable)
Strong commercial awareness (desirable)
Experience managing field-based maintenance teams and site-based engineers (desirable)
Service delivery management experience, including delivery against demanding SLAs (desirable)
Technical experience working with device hardware down to component level (desirable)
Strong understanding of technical service support and incident management processes
Knowledge of ITIL Problem Management principles and practices
Technical understanding of electromechanical field assets and associated support requirements
Understanding of hardware and software testing, releases and technical change management
Knowledge of networking principles, including TCP/IP
Understanding of service delivery performance, KPIs and service-level agreements
Awareness of health and safety requirements within operational environments
Commercial awareness, including budget management and cost control
Strong leadership and people management skills
Excellent interpersonal and communication skills, with the ability to build effective relationships across all levels of the organisation
A self-motivated, creative and collaborative approach to problem-solving
Strong organisational skills and structured thinking
The ability to lead on technical matters and make informed decisions
A commitment to continuous improvement, service reliability and customer satisfaction
Commercial awareness and the ability to manage budgets and performance effectively
A full UK driving licence
Flexibility to travel to Indra and customer sites as required

Benefits

Comp & perks

25 days per annum + 8 days bank holidays (options to buy/sell days)
37.5 hour working week
Pension – 4% employee and 4% employer
Private medical insurance (including dental & optical)
Life assurance
Income protection
Employee assistance programs
Flexible/remote working options
Charitable initiatives
Social events (formal & informal)
Learning and development programs
Innovative & collaborative work environment