Field Services Engineer

Remote/Client Site (East Midla | IT & Telecoms



Field Services Engineer  
Leicester, England. (Travel to client site (driving license required))
Full Time

Package: Up to £34,000 + benefits


We aim to create an inclusive workplace in which everyone can thrive:


  • We are a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard
  • We have reduced our gender pay gap from 10.9% to 6.9% (in the last 12 months) and increased women in leadership roles from 21% to 32% (2018-2022)
  • We have reduced our ethnicity data gap from 40% to 20%, and our disability data gap from 95% to 50% over the last 12 months
  • We were recognised in May 2022 as one of only 3 companies (from 100) to achieve Tier 1 accreditation in the CCLA Mental Health Benchmark Report


As a business we advocate flexible working as we know that your time is valuable, both inside and outside of work. We also provide an extensive Employee Assistance Program to include online counselling, webinars, health check-ins and financial wellbeing assistance.


Careers in IT Services:


IT is at the heart of many of the vital services that Serco provide, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. IT Services underpin Serco teams in many of the key public services we deliver in the UK, Europe and globally, making a difference to thousands of people every day.


The people in IT Services are passionate about what they do and are proud to make a positive difference to the services that Serco delivers. Working together with the shared goal of providing the best service for our customers, this is what drives the culture and mindset, this is the Serco value and that is why a career with us is so rewarding.


The Role:


Reporting to the Field Services Team Leader, Field Service Engineers role will be part of the wider Operations Services delivery team responsible for delivering end to product services to all ITS customers. This will include (but not limited to) Operational and Commercial responsibility for both Secure and Non-Secure services.


Field Service Engineers will operate within a defined geographic area and as such will require regular travel.  They may also require occasional travel outside of the assigned region to support other Teams.



  • Provide day to day support to Operations resource providing escalation for operational and project issues.
  • Provide expert support to Product Service Managers in the roadmap and development of ITS standard products.
  • Where necessary, provide on-call support outside of normal business hours.
  • Undertake System fault finding, diagnosis, repair and re-commissioning tasks (as necessary).
  • Undertake scheduled routine maintenance and embody system upgrades and changes to the deployed Systems where necessary.
  • Undertake System repairs from the point the call is assigned until the System has been returned to service and proven to be operational (within defined Service Level Agreements).
  • Provide comprehensive failure reports detailing the investigation, fault resolution and any follow up work that may be necessary.
  • Work closely with Serco Suppliers to deliver the necessary level of maintenance to all aspects of the System(s) within defined Service Level Agreements.
  • Accountable for continuous improvement of operational process and procedure for the Operations area.
  • Working collaboratively with Service Management and Service Delivery Management to provide innovation to improve quality of service and cost efficiency.
  • Apply appropriate governance over all vendor services, including compliance with Serco (and industry) standards and risk assurance.
  • Actively support and promote service excellence, constantly seeking ways to improve the service to deliver high levels of customer satisfaction
  • Ensure Operating Level Agreements and Underpinning Contracts are managed in line with any contractual Service Levels or that risks and exceptions are clearly understood and managed.
  • To supply monthly reporting, input into service level reports and service improvement plans as required.
  • Adherence to accreditations/certifications as required, including but not limited to CES/CES+, ISO20000 and ISO 27001.
  • Initial technology areas to cover (but not limited to) are: - Active Directory, Citrix, Wintel, Desktop, Tablets, Tools (patching, problem mgt, monitoring).



  • Experience with Supplier Relationship Management.
  • Active Directory, Citrix, Wintel, Desktop, Tablets, Tools (patching, problem mgt, monitoring).
  • Experience with Contract Management.
  • Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective.
  • Experience monitoring and managing IT contract finances/spend.
  • Ensure KPIs & SLAs around Service Management are monitored.
  • Pro-actively manages risk and reward mechanisms in the contract. Monitors progress against business objectives specified in the business case.
  • Technical experience across Active Directory, Citrix, Wintel, Desktop, Tablets, Mobiles etc.


What we offer:


  • Flexible working considered
  • Pension - 6%
  • Childcare vouchers
  • Bike4Work scheme
  • Chance to contribute to innovation in the public services
  • A company passionate about diversity and inclusion


We encourage you to apply even if you don't match every single aspect of the job description. We're looking for great people and are big on career development, so we're open to reviewing all applications.





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. 

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 Silver 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. 

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.

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Contract Type
Expiry Date
21/02/2023 01:38:00
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