IT Service Delivery Manager

Serco; Metropolitan Borough of Solihull; Hybrid; GBP 45,000 - 75,000; Full time

Job description

Select how often (in days) to receive an alert:

Product Owner – Managed Desktop Services

Hybrid – Solihull (3 days per week) / occasional travel to other company sites.
Full Time, Permanent

Here at Serco, we are seeking a Product Owner for Managed Desktop Services to join Serco’s UK & Europe division. In this role you will be responsible for leading, defining, planning, and delivering the strategic vision of our desktop and laptop estate. Oversee device management solutions such as SCCM and Intune, ensuring effective deployment, configuration, and monitoring.

This role involves working closely with stakeholders to understand their needs, prioritising features, and guiding the development team to ensure the successful implementation of solutions that align with business objectives whilst maintaining accurate financial control of the Managed Desktop Products.

We are looking for an experienced leader, versed in agile product delivery with strong technical acumen and the ability to deliver high-quality, reliable IT services that enable business productivity.

As a Product Owner some of your responsibilities will include:

• Product Vision: Working in conjunction with the Client Technology Product Manager Develop and communicate a clear product vision and strategy for the End User Estate.
• Strategic Management: Oversee the complete lifecycle of the laptop and desktop estate, including planning, deployment, and retirement of hardware and software.
• Security Compliance: Ensure that all MDS products adhere to the company's security standards and compliance requirements, enforcing industry best practices and regulatory requirements.
• Upgrade and Patch Management: Oversee the scheduling and deployment of software updates, patches, and upgrades to maintain system integrity and performance and reporting compliance to key stakeholders.
• Asset Tracking: Work with the SACM Product team to maintain an accurate inventory of all MDS devices, ensuring effective lifecycle management.
• Incident Management: Oversee the resolution of complex technical incidents and problems, ensuring timely and effective solutions.

What You Will Need:

Technical Expertise:

• Strong expertise in Windows OS (Windows 10/11) and basic knowledge of macOS
• Experience with OS imaging and deployment (e.g., MDT, WDS, Autopilot)
• Group Policy (GPOs) – configuring and enforcing security policies on desktops and laptops.
• Endpoint security solutions (Defender, CrowdStrike, Symantec, etc.).
• Understanding of compliance frameworks (ISO 27001, GDPR, Cyber Essentials)
• Basic understanding of TCP/IP, DNS, DHCP, and VPN
• Proficient in ITIL best practices for incident, problem, and change management.
• Experience in product management, preferably in an IT or network-related field.
• Familiarity with Agile/Scrum methodologies and experience working in an Agile environment.

Other experience/skills:

• Minimum of 5 years of experience in network engineering or a related field, with at least 2 years in a Product Owner or Product Management role.
• Ability to drive transition and transformation initiatives to modernise and optimise end-user computing environments. Skilled in managing projects, including planning, execution, and monitoring.
• Proven ability to lead cross-functional teams and manage multiple priorities.
• Experience in budget management and resource allocation.

Please note that this role may require working outside of regular business hours to address critical incidents.

What we offer:

• Company car.
• Bonus scheme – 10% exceeding targets.
• Life assurance.
• Up to 6% contributory pension.
• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Access to the Serco benefits portal offering discounts across major high street brands in Retail, Leisure & Hospitality.
• Health and wellbeing support for you and your family, including an Employee Assistance Programme, Health Cash Plans, free flu jabs, and more.
• Comprehensive career development opportunities, including role-specific training, leadership coaching, and formal study to support your growth with Serco.
• A safe, inclusive, and supportive culture.
• A company passionate about diversity and inclusion.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.