The posting
Continual Improvement and Innovation Manager (Fixed term contract -16 months)
Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.
The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.
With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions. It is recognised as one of the world’s top three companies in public transportation management systems. Indra’s technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.
Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent. Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.
In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.
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.
About the Project
Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.
This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.
Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.
Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.
Role overview
The Continual Improvement and Innovation Manager is responsible for leading the continual improvement and innovation function across the Proteus contract. The role drives the identification, assessment, prioritisation, governance and delivery of improvement and innovation initiatives that enhance service quality, operational efficiency, system resilience, maintainability, customer outcomes and value for money. The role ensures compliance with Continual Improvement and Innovation processes and applies the ITIL Continual Improvement Model to deliver measurable benefits to TfL.
The successful candidate will drive the identification and implementation of innovative solutions, monitor performance to identify opportunities for improvement, and work closely with stakeholders to deliver measurable value. They will oversee improvement projects, ensure alignment with contractual requirements, promote a culture of innovation and best practice, and provide regular reporting on progress, outcomes, and continuous improvement activities.
Key duties include:
- Responsible for the management of Indra's Proteus continual improvement and innovation processes aligned with best practises, Indra’s corporate innovation framework and the Proteus contract.
- ·Establish and maintain the continual improvement and innovation framework in accordance with the ITIL Continual Improvement Model.
- Conduct and coordinate assessments of service delivery, operational processes, systems, asset management and incident management to identify areas for improvement and propose actionable solutions.
- Analyse operational data, trends, incidents, service reports and stakeholder feedback to identify opportunities to improve reliability, reduce costs and deliver better customer experience. Ensure improvements are clearly measurable and outcome-focused.
- Develop improvement roadmaps aligned to contractual objectives, service strategy and business priorities.
- Present recommendations, improvement proposals and progress reports at Senior Managers Meetings and other TfL governance forums.
- Work closely with Indra and TfL stakeholders to ensure alignment on improvement and innovation objectives, maintaining transparency and effective communication.
- Oversee the execution of improvement and innovation projects, ensuring timely delivery, cost efficiency, and alignment with business objectives and contractual requirements.
- Ensure initiatives are appropriately documented, including objectives, dependencies, costs, risks, benefits, success measures and delivery status.
- Measure realised benefits against original objectives and identify corrective actions where targets are not achieved.
- Lead post-implementation reviews and provide reports, dashboards and executive summaries on improvement performance and realised benefits.
- Promote a culture of innovation by sharing best practices, lessons learned, and success stories, while preparing regular reports on improvement and innovation activities for internal and TfL stakeholders.
- Ensure continual improvement objectives, processes and initiatives are understood across Indra and TfL teams.
- Maintain effective relationships with TTL representatives, service managers, technical authorities and operational stakeholders.
Requirements
- Experience working within contractual service delivery environments and formal governance structures.
- Experience facilitating workshops, root cause analysis and stakeholder engagement activities.
- Experience working with service management, operational support, engineering and architecture teams.
- Strong analytical and problem-solving capability.
- Excellent stakeholder management and influencing skills.
- Ability to communicate effectively with senior executives and technical teams.
- Strong business case development and financial analysis skills.
- Excellent reporting, presentation and documentation skills.
- Data-driven decision making and performance analysis skills.
- Strong understanding of Continual Improvement practices and service management principles.
- Understanding of service performance metrics, service reporting and operational governance.
- Understanding of automation, digital transformation and innovation approaches.
- Experience with reporting and data analysis tools such as Power BI or equivalent platforms.
- ITIL 4 Managing Professional or ITIL 4 Specialist: Continual Improvement.
- Lean Six Sigma Green Belt or above.
- PRINCE2 Practitioner, Agile Practitioner or equivalent delivery qualification.
- Degree level qualification or equivalent experience in Business, Technology, Engineering or a related discipline.
Benefits
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
- 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.
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.
