Tooling Standard Service - Technical Lead

Solihull | IT & Telecoms

Tooling Standard Service - Technical Lead   
Hybrid (Solihull, West Midlands)
Full Time

Package: Up to £60,000 + benefits.

SC Clearance eligibility required



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:


This is the key role for day-to-day and long-term technical management of the Tooling Standard Service functionality and performance. It is responsible for the development and ongoing management of technical Architecture and High-level design across the entire lifecycle, identifying and controlling technical costs of the service. They are actively managing consumer satisfaction with the functionality, developing short and long-term roadmaps for the service ensuring it continues to meet the business needs.


Tooling is an underpinning My Technology service and is the Service Management tooling, monitoring platforms and management technologies used by My Technology resources to deliver service. This includes, but not limited to the integrations with the ticketing system, Job allocation, order management, asset management, escalation, security, device and network monitoring tools.



  • Works with the Tooling Standard Service Manager to determine and agree business functional and non-functional expectations by working with the IT Business Partners, the business, Standard Service teams.


  • Works with partners/3rd parties and engineering teams to document practically how the technology is designed and deployed for the Tooling Standard Service, constantly working with the internal and external teams to improve technical configurations to improve performance.


  • Provides technical data for Tooling Standard Service communications by defining Service Catalogue entries for the technical Architecture, Engineering Design, and practical configuration


  • Works with Tooling Standard Service - Service Lead and Service Management to support achievement of Service level targets, working with the Service Management, Operational Teams and partners/3rd parties to understand issues, resolve problems and improve performance.


  • Provides detailed information for management by preparing short-term and long-term roadmaps covering all technical aspects of the service, working with Project teams and Partners/3rd Parties to improve detail and costings.


  • Supports bringing new services into live by analysing proposed functional/non-functional requirements, developing technical architecture options and recommendations, preparing High level Deployment/Configuration Designs and ongoing operational cost models



  • Must have a degree in Business Administration, Finance, Computer Science, Engineering, Economics, Marketing, or a work experience in IT of the equivalent


  • Experience with the following: SolarWinds, Security Monitoring Solutions, ServiceNow, Remedy, Technical Services, Tool Integration, High/Low Level Architecture.


  • The Tooling Standard Service - Technical Lead must have had proven working experience of at least 10 years in IT Architecture Design, working within an ITIL or SIAM aligned Organisation, with a demonstrable track record in defining, High-Level architecting and developing configuration deployment designs for enterprise scale infrastructure and application, including cost forecasting, or consultancy in these fields.


  • The Tooling Standard Service - Technical Lead will have a detailed knowledge of IT Tooling technologies, including but not limited to: Service Management ticketing platforms, 3rd party ticketing system integration services, device monitoring (e.g. switch, router, server, storage), security tools, license management tooling, service monitoring, application performance monitoring, event correlation services and automated escalation tools.



What we offer:


  • Flexible working considered
  • Pension - 6%
  • 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.




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
12/10/2023 02:17:00
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