ITIL Processes Senior Expert

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 €5.5 billion, 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 enable 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.

As we continue to enjoy an exciting period of growth in the UK, we are looking for additional resources to support us with our Transport for London project. We are seeking an ITIL Expert to lead the definition, assessment, standardisation and implementation of IT Service Management processes across a large-scale service transition and mobilisation programme.

This is a strategic and operationally focused role responsible for transforming existing operational practices, tacit knowledge, supplier-specific procedures and legacy ways of working into a coherent, documented and auditable ITIL-aligned process framework. The successful candidate will assess current-state processes, identify gaps and improvement opportunities, design future-state operating models and support successful process adoption across operational teams.

Working closely with service management teams, technical SMEs, incumbent supplier personnel, customer stakeholders and transition workstreams, the ITIL Expert will help establish a sustainable service management framework that enables operational consistency, clear accountability, effective governance, knowledge retention, service quality and continual improvement.

The role is primarily focused on Mobilisation, Knowledge Capture, Process Assessment, Process Design, Documentation and Early Process Adoption, with limited involvement in long-term operational service management activities.

Requirements

• ITIL process assessment: Assess current operational processes, procedures, workflows, support models and governance controls, identifying gaps, inefficiencies, risks and undocumented activities affecting readiness, auditability or service quality.

• Future-state process design: Define and document ITIL-aligned process architectures, process maps, RACI models, governance forums, escalation paths, inputs, outputs, controls, KPIs and process interfaces.

• Knowledge capture and transformation: Convert incumbent supplier knowledge, legacy practices and operational procedures into structured, traceable and adoptable ITIL-aligned documentation and process artefacts.

• Documentation and procedural development: Produce and maintain process policies, workflows, operating procedures, work instructions, process governance documents, templates, version control and approval standards.

• Implementation and early process adoption: Lead process onboarding, training, stakeholder engagement and early adoption activities; validate adoption through readiness gates, quality reviews, governance checks, operational sampling and evidence packs.

• Continual improvement and maturity: Establish baseline maturity assessments, improvement roadmaps and a Continual Improvement approach driven by feedback, audit findings, service performance and lessons learned.

Essential

• Extensive experience designing, implementing and improving ITIL-based Infrastructure Service Management processes.
• ITSM transformation, service transition, mobilisation or service improvement programme experience.
• Strong knowledge of ITIL v4 practices, operating models and process governance principles.
• Process assessment, maturity review, current-state analysis and gap analysis experience.
• Ability to define frameworks, operating models, governance structures, RACI matrices and operational procedures.
• Strong workshop facilitation, business analysis, stakeholder engagement and interviewing skills.
• Experience capturing operational knowledge and converting it into process documentation, SOPs and training materials.
• Excellent written communication for executive, operational and audit-ready documentation.

Desirable

• Transport, public sector, regulated or mission-critical technology experience.
• ServiceNow, BMC Helix or similar enterprise ITSM platform experience.
• ISO 20000-aligned service management framework experience.
• Supplier transition, service handback, service takeover or mobilisation exposure.
• Organisational change management and process adoption techniques.
• Governance, audit, assurance, compliance, Lean, Six Sigma or BPM experience.

Benefits

What we can offer you

• 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