IT is at the heart of many of the vital services that Serco provides, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. As our Principal Application Engineer, you’ll ensure that we continue to deliver innovative solutions for our customers. 

You’ll report into the Application Support Manager and will be accountable for the performance of the Application Support & Development services required within our Local Government partnerships in Hertfordshire, Lincolnshire. You’ll contribute significantly to the performance of services of the contract ensuring SLA’s / KPI’s are met, service credits are minimised, team / individual contributions are maximised and the cost to serve is optimised. Key Duties include:

  • Provide technical advice and support to your team and to the customer on current and potential new Applications; and be responsible for additions and updates of the Application/Service catalogues;
  • Managing the interface with the client, project management, third party providers and ITS managers as required to ensure new/changed services are smoothly transitioned to live service;
  • Management of service disputes, negotiation or escalation for positive outcomes;
  • Managing suppliers and vendors linked to the provision of IT within the account such that all relevant service obligations are met.
  • Supporting with line managing the Application Support teams (numbers vary between 20 and 27 members of staff within Application Support).
  • Supporting with recruitment, management, coaching and development of team members, ensuring that the service is staffed with highly motivated people who play to their strengths and meet the needs of the service; 
  • This is a home based role, however you must be willing and able to travel as required.

    What you’ll need to do the role:

    The Principle Application Engineer you must have experience of leading and managing a large team. You should also have knowledge and experience of IT Service Delivery within an ITIL process framework. In addition we are looking for someone who has domain specific knowledge for their respective service tower as follows:

  • Detailed understanding of the services delivered by the Application Support team and how each service underpins the client use and business needs that the service supports;
  • An understanding and high-level appreciation of the overall technology architecture and topology supporting the client’s full service range. i.e. all services / all towers;
  • A detailed understanding of their respective (tower / team) technology architecture and how the service design underpins Serco’s service obligations;
  • An understanding of the equipment, applications or services provided by 3rd parties to support our service environment;
  • Broad appreciation for vendors within the marketplace that support the technologies and services deployed within their respective tower;
  • Up to date / appropriate ITIL v3 qualification linked to service process accountabilities;
  • We are a small team working in quick paced environment, there is a lot of work to do, whilst the work can be pressurised, we connect often with regular catch ups and ensure that our approach is relaxed, light-hearted and enjoyable!

    Why Serco 

  • Meaningful and vital work: This is not just infrastructure and software to us, the people we support matter. The integrity and dependability of our services are vital to many public services;
  • A world of opportunity: As a globally diverse company Serco will offer many opportunities to grow your skills, experience and expand your knowledge in many different sectors and locations;
  • Great people: It’s obvious, but great people help us deliver amazing services. You’ll find yourself working with a variety of highly motivated, supportive and experienced colleagues.
  • What we offer

  • Competitive (dependent upon skills and experience) and pension matched up to 6%
  • 25 days annual leave plus bank holidays and the chance to buy more as part of our Annual Leave Purchase Scheme
  • An autonomous and supportive culture in a company passionate about diversity and inclusion
  • If working in an exciting and challenging environment with like-minded individuals appeals to you, please apply now and upload a copy of your CV and covering letter.

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