Ticketing Operations Lead

Ticketing Operations Manager

Salary: £70,000 - £78,000

Location: Manchester

Contract: Permanent, Full Time

Flexible Working Available

We are seeking a Ticketing Operations Manager to lead the operations of all customer-facing ticketing and payment systems, including mobile apps, smartcards, EMV/contactless, and ticket vending machines. This role ensures seamless experiences for millions of users by delivering reliable, compliant, and high-performance ticketing services.

Why This Role Matters

As Ticketing Operations Manager, you will ensure ticketing systems are efficient, dependable, and accessible for all users. You'll coordinate across technical teams, suppliers, and customer experience stakeholders to maintain system availability, resolve incidents swiftly, and implement continuous improvements. This is a chance to shape the future of ticketing operations while working within a collaborative and inclusive leadership team.

Benefits Include:

• Competitive salary of £70,000 - £78,000
• Flexible working opportunities promoting work-life balance
• Generous pension contributions
• Ongoing professional development and training
• Supportive, collaborative, and inclusive workplace culture

Key Responsibilities

• Lead the operational management and optimisation of all customer-facing ticketing systems (digital apps, smartcards, EMV/contactless, ticket vending machines).
• Coordinate incident response for major issues, collaborating with vendors, merchant acquirers, internal teams, and external partners.
• Oversee second-line technical support to ensure quick identification and resolution of system issues.
• Monitor system performance, availability, and user experience; provide performance dashboards and reports to senior leadership.
• Manage change control for new releases or system upgrades, safeguarding live services.
• Build and mentor a high-performing operations team across technical support and vendor management.
• Maintain compliance with contracts, SLAs, and service obligations while ensuring accessibility and inclusion in ticketing services.
• Lead business continuity planning to protect revenue and maintain seamless user experiences.

What You'll Bring

• Proven experience managing operations for high-availability customer-facing systems.
• Deep knowledge of ticketing and payment technologies, including EMV/contactless, mobile ticketing, cloud infrastructure, and networking.
• Proficiency with enterprise monitoring tools and incident management platforms.
• Experience managing major incidents, on-call rotations, and post-incident reviews.
• Strong stakeholder management, communication, and vendor liaison skills.
• ITIL certification or equivalent experience in ITIL-aligned service management environments.
• Attention to detail in handling payment disputes and compliance reporting.

What Sets This Role Apart

This is an organisation that values operational excellence, collaboration, and inclusivity. Employees enjoy flexible working, generous pensions, and structured training programs to support career growth. The workplace culture encourages transparency, mutual respect, and professional recognition.

Apply Today

If you're an experienced Ticketing Operations Manager passionate about payment systems and operational excellence, apply now to lead the ticketing operations team and make a tangible impact on user experiences.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates