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 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.

Its 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 focussed 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 work streams, 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.

• 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…