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 2024 financial year, Indra achieved revenue of € 4.84 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 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.
The Change Service Management Lead reports to and supports the Service Delivery Manager in the leadership, governance, operational assurance, performance management, and continual improvement of the Change Management, Release Management, Service Request Management, and Knowledge Management practices across the service.
Acting as the service authority for these disciplines, the role is responsible for ensuring that all changes and releases are planned, assessed, governed, communicated, implemented, validated, and continually improved in a controlled, auditable, and customer-focused manner. The role ensures service stability, operational resilience, regulatory compliance, and contractual performance obligations are maintained whilst enabling the safe introduction of new services, capabilities, enhancements, and operational improvements.
The Service Management Lead owns the end-to-end governance framework for Change and Release Management, including change scheduling, risk assessment, stakeholder engagement, customer impact assessment, communications planning, approval governance, implementation oversight, post-implementation review, service acceptance, and reporting. The role chairs and facilitates operational governance forums, including Change Advisory Boards (CABs), release planning activities, readiness reviews, and continual improvement initiatives.
Working closely with internal teams, suppliers, vendors, transport operators, customer-facing support functions, and client stakeholders, the role ensures that service requests are fulfilled efficiently, operational knowledge is effectively governed, and service management processes remain aligned with business objectives, operational readiness requirements, customer expectations, and ITIL best practices.
As a key member of the Service Management Office (SMO), the Change Service Management Lead drives service quality, governance, performance reporting, audit readiness, compliance assurance, operational readiness, and continual service improvement activities across the service lifecycle. The role plays a critical leadership position in supporting Operational Readiness Testing (ORT), validating operational processes, controls, reporting mechanisms, service management capabilities, and knowledge assets, ensuring the organisation is fully prepared to transition into live service and sustain high-quality operational delivery.
Key Responsibilities
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Own and govern the Change Management, Release Management, Service Request Management and Knowledge Management processes.
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Chair Change Advisory Board (CAB) meetings and facilitate change governance forums.
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Manage release planning, scheduling, deployment readiness, implementation and post-implementation reviews.
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Ensure effective customer and stakeholder communications relating to planned changes and releases.
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Manage change risk assessments, impact assessments, rollback planning and implementation assurance.
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Develop and maintain governance frameworks, policies, procedures, standards and operational controls.
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Drive service quality, compliance, audit readiness and continual service improvement initiatives.
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Support Operational Readiness Testing (ORT), service transition, go-live readiness and hypercare activities.
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Own operational reporting, KPI management and performance dashboards.
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Collaborate with suppliers, vendors and operational teams to ensure coordinated service delivery.
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Support implementation and governance of the Knowledge Management System (KMS).
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Jointly manage Service Request fulfilment processes with the Incident & Problem Management Lead
Requirements
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Minimum 5 years' experience working within a Service Management, Service Delivery, Operations, Managed Services, or Service Transition environment.
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Proven experience managing Change Management and Release Management processes within an ITIL-aligned organisation.
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Experience governing production changes, release deployments, and service transition activities within complex operational environments.
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Experience chairing Change Advisory Boards (CABs), facilitating change governance forums, and driving risk-based decision-making.
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Experience assessing operational, technical, business, security, customer, and service impacts associated with changes and releases.
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Experience developing and maintaining governance frameworks, operational controls, policies, procedures, and service management standards.
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Experience producing operational reports, KPI dashboards, governance packs, service reviews, and performance reporting.
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Experience working with ITSM platforms such as Maximo, ServiceNow, Jira Service Management, or equivalent.
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Experience working within SLA, KPI, compliance, and performance-driven environments.
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Experience managing suppliers, third-party vendors, and multi-disciplinary delivery teams.
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Experience supporting customer-facing services and operational support functions.
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Experience supporting service transition, operational readiness, deployment, go-live, and hypercare activities.
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Experience supporting Knowledge Management practices, operational documentation, and knowledge lifecycle management.
Qualifications & Certifications
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ITIL Foundation Certification (v4 preferred).
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Third-level qualification in Information Technology, Business, Engineering, Project Management, or a related discipline, or equivalent practical experience.
Benefits
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Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
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Pension – 7% employee and 7% employer
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Private medical insurance (including dental & optical)
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Flexible/hybrid working options
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Charitable initiatives
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Learning and development programs
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Travel & expense allowances
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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, national origin, age, disability or other characteristics protected by law.
