Field Engineering Services Manager

Hook/London/Solihull | IT & Telecoms

Field Engineering Services Manager
Hybrid - Attached to London, Hook or Solihull Office with UK Travel       
Full Time, Permanent   

Competitive Salary (dependent on experience)  


Here at Serco, we are seeking an experienced Field Engineering Services Manager to be responsible for leading a team of geographically spread Field Service Engineers (FSE's) to provide both onsite and remote IT support to maintain Service Operations along with project delivery services to achieve service excellence. This role will require robust resource planning to ensure adequate Field Engineering resource coverage across primarily the UK but also occasionally Europe when required.


To succeed in this role, you will have effective leadership skills with the ability to provide structure and coordination when managing field-based operational delivery and project delivery teams, driving efficiencies across the function.

As part of this you'll:


  • Hold responsibility for all remote and onsite field support services and resources
  • Provide coaching to all direct reports and wider support teams, managing career development for Field and Operations teams
  • Maintain motivation, retention and development, including technical capability of field engineers to meet current and planned Standard Service needs
  • Ensure correct resource levels are in place to achieve operational effectiveness and efficiency, managing utilisation of resource
  • Document and standardise the field service available to the business, providing detailed explanations of what the service scope is, the various offerings available and cost profiles to demonstrate competitive delivery of service
  • Develop relationships with Senior Managers within UK&E and Corporate teams to further enhance the field service offering
  • Hold budget responsibility for providing all Field Service activities
  • Ensure that supply chain is leveraged to create strengthened ITS field/remote strategies that deliver market competitive services and innovation


What you'll need to do the role:


  • Effective leadership skills with demonstrable experience of strategic planning and execution, leading to team motivation and development
  • Deep understanding of IT infrastructure and systems, with knowledge of networking, hardware, audio visual and software solutions
  • Analytical thinking and troubleshooting skills with the ability to diagnose and resolve complex technical issues
  • Excellent verbal and written communications skills with the ability to convey technical information to non-technical stakeholders
  • A dedication to providing excellent customer service with an understanding of customer needs and the ability to align services accordingly
  • Ability to plan and oversee the execution of field service projects
  • As many of the services operate on a 24/7 basis there may be a need for some out of hours work to support the business
  • This position is dependent on retaining a valid UK driving license
  • Must be able to undergo and achieve SC clearance


Why Serco:


Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.


What we offer:


  • Company car
  • Bonus scheme - 5% on target, 10% exceeding targets
  • Private healthcare
  • Flexible working considered
  • Pension - 6%
  • A company passionate about diversity and inclusion
  • Growth and development opportunities - Serco will support with a range of qualifications
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Bupa Anytime HealthLine, Simply Health Plans and more
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
  • Up to 25 days annual leave plus bank holidays, with the option to purchase more
  • Life assurance



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.



Please click on the apply button to be taken to our careers website


Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.


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. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
01/03/2024 01:13:00
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