Product Owner - Managed Desktop Services

As Product Owner, you will lead, define, and deliver the strategic vision for our Managed Desktop Service. You will oversee device management technologies such as SCCM, Intune, and Autopilot - ensuring effective deployment, configuration, monitoring, security compliance, and lifecycle management across the entire desktop estate.

Working closely with stakeholders and multi-supplier delivery partners, you will translate needs into a clear product backlog, set the direction for development, and maintain financial control of the Managed Desktop Products.

This is a leadership role for someone with deep technical appreciation, excellent communication skills, and proven experience delivering high-quality, reliable IT services within an agile product model.

As part of this you'll:

• Align the Managed Desktop Service with business objectives and drive modernisation.
• Translate stakeholder requirements into a prioritised product backlog.
• Guide delivery teams to ensure high-quality device builds, deployments, and configurations.
• Oversee the full device lifecycle: get it, build it, make it compliant.
• Manage multiple suppliers to ensure seamless end-to-end service delivery.
• Ensure security, compliance, and regulatory standards are met.
• Lead patching, updates, and compliance reporting.
• Monitor KPIs to ensure performance, reliability, and user satisfaction.
• Support incident and problem resolution and drive continuous improvement.
• Maintain accurate device inventory, documentation, and knowledge bases.

• Strong Windows 11 knowledge (with basic macOS).
• Experience with MDT, WDS, Autopilot, and application packaging.
• Proficient in SCCM, Intune, GPOs, and endpoint security tools.
• Understanding of ISO 27001, GDPR, and Cyber Essentials.
• Basic networking skills (TCP/IP, DNS, DHCP, VPN).
• Familiar with ITIL and Agile/Scrum practices.
• Proven leadership of cross-functional teams and multiple priorities.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent communication and stakeholder influence.
• Budget and supplier management capability.
• Customer-focused, able to explain technical concepts simply.
• Strong commitment to user experience and service quality.
• Comfortable working in fast-paced, changing environments.
• 5+ years in EUC/desktop infrastructure and 2+ years in Product Owner/Product Management roles.
• Beneficial certifications: CSPO, ITIL4, MD-102, MS-102, SC-900.
• Ability to obtain SC clearance.

• Company car
• Private healthcare
• Bonus scheme of up to 10%
• Flexible working considered
• Pension - 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

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.