ICT Manager

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, 70,000+ 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.

Position Overview

The ICT Manager reports to the IT Manager and is responsible for the day-to-day management, governance and performance of ICT services supporting the NGT Managed Service.

The role acts as the senior operational ICT interface across NTA, NGT Operations, technical teams and third-party suppliers, ensuring infrastructure, networks, communications, cloud and associated ICT services are resilient, supportable and delivered in line with contractual commitments, service levels, security requirements and operational objectives.

The ICT Manager will maintain an end-to-end view of ICT service health, risks, dependencies, capacity and performance and will work closely with Service Delivery, Applications & Back Office, Security, Field Operations and other operational functions to ensure ICT operates as an integrated component of the overall NGT Managed Service.

Key Responsibilities

• Lead the day-to-day management and governance of ICT services supporting NGT.

• Act as the primary ICT point of contact for the client on technology-service matters.

• Lead and coordinate ICT resources and activities across infrastructure, networks and communications, cloud services and technical operations.

• Coordinate effectively with Cybersecurity, Applications, Service Desk and external suppliers and partners where services and dependencies cross functional boundaries.

• Maintain oversight of the availability, capacity, stability, resilience and performance of ICT services.

• Monitor and ensure achievement of applicable contractual SLAs, KPIs and PIs, with clear corrective actions where performance is below expectation.

• Prepare and present ICT service reports, dashboards, risks, issues and steering/governance updates.

• Provide ICT leadership during Major Incidents, working with the Service Delivery function and Major Incident process to mobilise the required ICT technical teams and suppliers.

• Own and coordinate ICT Problem Management actions where root cause or corrective action sits within the ICT domain.

• Identify, assess and manage operational and technological risks within the ICT service.

• Coordinate ICT requirements and dependencies for Change, Release and Transition Management activities.

• Ensure infrastructure and ICT services are operationally ready and supportable before introduction into Production.

• Maintain oversight of ICT Business Continuity, Disaster Recovery, resilience and recovery capabilities and participate in testing and assurance activities.

• Work closely with the Security function on cybersecurity requirements, vulnerabilities, security incidents and remediation while maintaining appropriate separation of ICT and Security accountabilities.

• Work closely with Applications & Back Office Services on hosting, infrastructure, connectivity, integration and other technical dependencies affecting application services.

• Support strategic planning, capacity planning, technology lifecycle, obsolescence and roadmap activities.

• Manage ICT supplier performance and contractual deliverables, ensuring third-party services support end-to-end Managed Service commitments.

• Ensure appropriate ICT documentation, operational procedures, support arrangements and technical knowledge are maintained.

• Drive continuous service improvement across ICT service quality, resilience, efficiency and operational performance.

Requirements

Essential

• Minimum 8 years of experience in ICT service management, IT operations or a comparable technology-service environment.

• Minimum 3 years of experience in a position such as ICT Manager, Service Manager, IT Operations Manager or Service Delivery Manager.

• Strong experience managing infrastructure, networks, communications, cloud and production technology services.

• Proven experience managing outsourced IT services and third-party suppliers.

• Experience operating in 24x7 mission-critical environments.

• Strong background in Major Incident Management and crisis coordination.

• Experience managing SLA/KPI frameworks, service performance and operational reporting.

• Experience working with cloud-based environments, preferably AWS, with Azure or Google Cloud also relevant.

• Strong stakeholder-management and customer-facing skills.

• Experience coordinating multidisciplinary technical teams and senior subject-matter experts.

• Experience with Change, Release, Incident and Problem Management.

• Experience with Business Continuity and Disaster Recovery.

• Strong understanding of IT Service Management and ITIL v4 practices.

• Understanding of cybersecurity governance and vulnerability management.

• Ability to present technical service information clearly at senior management and governance level.

Desirable

• Experience in transportation, mobility, public sector or critical infrastructure projects.

• Experience working with ticketing, passenger information or transportation management systems.

• Experience in international and multicultural environments.

• Previous experience supporting government agencies or public authorities.

• Experience with ServiceNow, Maximo or comparable ITSM / operational platforms.

• Experience in large-scale systems integration and multi-supplier Managed Services environments.

Technical Knowledge

• IT Service Management (ITSM) and ITIL v4 best practices.

• Infrastructure, networks and communications.

• Cloud platforms including AWS, Azure and/or Google Cloud.

• Change, Release, Incident and Problem Management.

• Business Continuity and Disaster Recovery.

• Vendor and contract management.

• Cybersecurity governance and vulnerability management.

• Service monitoring, alerting, dashboards and operational reporting.

• Production support models and service transition.

• Capacity, availability, resilience and technology lifecycle management.

Preferred Certifications

• ITIL Foundation - strongly preferred.

• ITIL Managing Professional or ISO 20000 - highly desirable.

• AWS Certified Cloud Practitioner, Azure Fundamentals or equivalent - desirable.

• ISO 27001-related certification - desirable.

Skills and Competencies

• ICT service leadership - Able to maintain a clear end-to-end view of technology-service health, priorities, risks and dependencies.
• Customer and stakeholder management - Builds trusted relationships and can represent ICT confidently with NTA, internal leadership, technical teams and suppliers.
• Leadership - Able to coordinate and lead multidisciplinary technical teams and service partners.
• Critical-incident leadership - Operates effectively under pressure and provides clear ICT leadership during Major Incidents and service disruption.
• Analytical and problem-solving capability - Uses service data, technical evidence and trends to identify risk, root causes and improvement opportunities.
• Planning and organisation - Maintains control of competing priorities, dependencies, changes, risks and delivery commitments.
• Supplier management - Can challenge suppliers, manage commitments and ensure third-party performance supports the Managed Service.
• Communication and presentation - Translates complex technical issues into clear service impact, risks, actions and decisions for senior stakeholders.
• Service improvement mindset - Actively drives improvements in service quality, resilience, efficiency and customer outcomes.

Benefits

• Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
• Pension - 7% employee and 7% employer
• Private medical insurance (including dental & optical)
• Flexible/hybrid working options
• Charitable initiatives
• Learning and development programs
• Travel & expense allowances
• 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.