Ticketing Operations Lead

Job Role:

Ticketing Operations Lead (Band 10)

Start Date:

Immediate

Working Hours:

37 hours a week (Monday-Friday)

Location:

Piccadilly, Manchester, (M1)
Salary:
Starting at £70,906 per annum

Job Purpose
The role will lead the Operational Management and optimisation of all customer-facing payment systems used across digital and physical transport ticketing environments. This includes contactless EMV payments, mobile ticketing apps, smartcard platforms, ticket vending machines, real time vehicle (bus) location systems and integrated journey planning systems. The focus is to ensure seamless, real-time, and compliant payment experiences for millions of passengers, with high system availability and responsive issue resolution.
The individual will lead operational practices, monitor system health, coordinate incident response, and serve as a key liaison between Ticketing Leadership, technology teams including internal and external suppliers and customer experience stakeholders.

Key Responsibilities

System Monitoring:
Oversee daily performance of ticketing systems, ensuring uptime and reliability.
Incident Management:
Respond to and resolve technical issues quickly, coordinating with internal teams and vendors.
Vendor Coordination:
Manage relationships with service providers, payment networks, and platform vendors to maintain SLAs.
Compliance:
Ensure adherence to PCI DSS, GDPR, and transport regulations.
Fraud & Revenue Protection:
Monitor for suspicious activity and implement fraud prevention measures.
Continuous Improvement:
Identify opportunities for automation and process enhancements.
Reporting:
Prepare and present performance dashboards and incident reports to senior leadership.
Team Leadership:
Manage and support a team of operational staff, setting priorities and overseeing development.
Day-to-Day Activities

Review overnight system performance reports and check for incidents.
Monitor dashboards for transaction success rates and system health.
Coordinate with technical teams and vendors to resolve issues promptly.
Attend cross-functional meetings to align ticketing operations with wider Bee Network objectives.
Handle escalated issues and approve operational changes.
Conduct compliance checks and fraud monitoring.
Prepare strategic insights and reports for leadership.
Support and guide team members on daily priorities and incident handling.
Personal Specification

Essential Experience, Knowledge and

Skills:

Proven experience managing operations for high-availability, customer-facing systems.
Understanding of payment systems (or similar), cloud environments (AWS), and networking fundamentals.
Proficiency with monitoring, logging, and observability tools (eg. Service Desk Plus)
Extensive experience of coordinating the resolution of major incidents to ensure quick and effective results with the ability to facilitate the identification of incident root cause
Experience in managing on-call rotations, incident communications, and post-incident reviews

Experience of establishing and maintaining monitoring frameworks for system health, user experience, and key performance indicators

Experience of managing payment dispute processes

Experience of reporting non-compliance against contractual obligations

Experience of liaising with technology teams including internal and external suppliers and stakeholders

Experience of coordinating feedback to non-technical stakeholders D

Desirable Experience

Experience of operational role in Public Transport sector
Experience in regulated payment industries EQ Essential Qualifications - Technical, Vocational or Educational
ITIL (or equivalent) certification (or significant experience working in ITIL aligned environment EA
Essential Attributes:

Strong leadership, coordination, and communication skills.
Proactive and effective resolution skills
Encourages and motivates others
Develops people and team
Acts as an example to others
Solution and decision focused
Resilient and self-motivated
Customer and Commercial focused
Approachable and confident DA Desirable Attributes
Committed to promoting the benefits of integrated transport

Click apply now for immediate consideration