Managed Desktop Services Product Owner - Solihull

FDM is a global business and technology consultancy seeking a Product Owner for Managed Desktop Services (MDS) to work for our client within the public sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in Solihull.

The Product Owner of Managed Desktop Services (MDS) is responsible for defining, planning, and delivering the vision for our client’s MDS products. This role involves working closely with stakeholders to understand their needs, prioritising features, and guiding the development team to ensure the successful implementation of hybrid cloud solutions that align with business objectives whilst maintaining accurate financial control of the MDS Products.

The role requires an experienced operational lead, versed in agile product delivery with strong technical acumen and the ability to deliver a high-quality, reliable IT services that enable business productivity.

Responsibilities

• Provides technical information and support on the evaluation, installation, acquisition, and use of the MDS service
• Works with problem management to documents root cause and potential solutions to problems and recommends changes (including fundamental ones) to system configurations to prevent recurrences
• Evaluates usage patterns and recommends methods for improving the information on the Incident and problem resolution knowledge base
• Manages, establishes, and troubleshoots issues with the wider MS Service team, including detailing issues in service process/procedure and recommending improvements
• Implements new functions and facilitates migration to more modern platforms supporting the MDS Standard Service, testing and implementing new releases and providing team training on operating the upgraded service
• Serves as consultant in specialty areas related to that concern a variety of functional operations associated to the MDS Standard Service and provides technical assistance, advice
• Manage Windows endpoint deployment, configuration, and security using Intune, Autopilot, and other Microsoft tools
• Maintain and enhance device compliance policies, security baselines, and conditional access in line with industry best practices
• Maintain accurate documentation and provide technical guidance to colleagues and end-users
• Ensure endpoint security compliance, including BitLocker, Defender for Endpoint, and vulnerability management
• Work closely with stakeholders to continuously improve user experience while maintaining security and operational integrity
• Supports planning and delivery MDS Standard Service support services, including installation, configuration, troubleshooting, customer assistance and/or training, in response to customer requests though Serco’s Service management toolset.
• Acts as 3rd Line technical support, diagnosing and assigning tickets to the appropriate resolver group, partner or local technician and monitors the status until the incident has been satisfactorily resolved

Requirements

• In-depth knowledge of Managed Desktop Services (MDS)
• Understanding services, capabilities, and how to integrate them
• Ability to design and manage MDS environments, including on-premises and cloud integration topologies and architectures
• Skilled in managing MDS-related projects, including planning, execution, and monitoring
• Knowledge of MDS security best practices, compliance standards, and tools for securing data and applications in this environment including a strong understanding of networking concepts, including VPNs, firewalls, load balancers, and network security
• Experience with DevOps practices and tools, such as CI/CD pipelines, automation, and infrastructure as code (IaC)
• Proficiency with container technologies like Docker and orchestration tools like Kubernetes
• Skills in managing data across hybrid environments, including data migration, storage solutions, and data governance
• Ability to implement and use monitoring tools to ensure the performance and reliability of MDS
• Understanding of APIs and integration techniques to connect different systems and services within a MDS setup
• Knowledge of cost management and optimisation strategies for MDS environments. Proven track record of MDS cost management
• Proficient in ITIL best practices for incident, problem, and change management
• Experience in product management, preferably in an IT Infrastructure related field
• Familiarity with Agile/Scrum methodologies and experience working in an Agile environment

Why join us?

• Career coaching and access to upskilling throughout your entire FDM career
• Initial upskilling pre-assignment that has been accredited by TechSkills
• Assignments with global companies and opportunities to work abroad
• Opportunity to obtain certifications from Microsoft, Salesforce, Cisco and more
• Access to the Buy As You Earn share scheme

About FDM

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 4,000 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.