Technical Lead

Here at Serco, we’re looking for a Technical Lead to join our Collaboration Services team, providing technical leadership and administration across our Microsoft 365 estate. This is an exciting opportunity for an experienced Microsoft 365 specialist to take ownership of critical identity and collaboration services, providing technical leadership, operational support, and strategic guidance across a complex enterprise environment.

Reporting to the Collaboration Standard Service Manager, you will act as a senior technical authority and escalation point within the team, helping to shape the future direction of our Microsoft 365 platforms while ensuring the stability, security, and performance of existing services. As Technical Lead, you will be responsible for the administration, support, design, and continual improvement of Microsoft 365 services across Serco's UK and European tenants. While the core focus of the role is Microsoft Entra External ID (B2C), you will be expected to operate across the wider Microsoft 365 ecosystem, providing SME‑level expertise and maintaining a strong understanding of how services interact across the stack.

You will play a key role in supporting existing B2C platforms, driving the adoption of B2B capabilities, and contributing to future projects and service developments as they are introduced into the environment. The role is predominantly remote, with minimal requirement for on‑site attendance and no regular client‑facing responsibilities.

As part of this you’ll:

• Provide technical leadership and administration support for Microsoft 365 and Entra services across UK and European tenants.
• Act as the technical SME for Microsoft Entra External ID (B2C) services and associated Azure identity technologies.
• Support and develop Microsoft Entra B2B collaboration capabilities as part of the organisation’s strategic roadmap.
• Administer and maintain Entra ID, Entra Connect, Exchange Online, Hybrid Exchange, Intune, Enterprise Applications, App Registrations, Conditional Access Policies, MFA, SSO, and related services.
• Oversee tenant configurations, security policies, governance controls, and platform settings.
• Lead technical investigations and provide escalation support for complex incidents and service issues.
• Work closely with Service Delivery, Operations, Engineering teams, Microsoft, and third‑party suppliers to resolve issues and improve service performance.
• Develop and maintain technical documentation, service architecture, standards, and operational procedures.
• Ensure services meet agreed service levels and performance targets.
• Monitor Microsoft roadmaps and emerging technologies to identify opportunities for service improvement.
• Provide mentoring, coaching, and technical guidance to junior team members.
• Support service transition activities and future platform enhancements.

What you’ll need to do the role:

• You will be a highly experienced Microsoft 365 professional with deep technical expertise in identity and access management technologies, combined with strong technical leadership and stakeholder management skills.
• You will be comfortable working across the wider Microsoft 365 stack while serving as a subject matter expert for Entra External ID (B2C) services.
• Extensive hands‑on experience administering, supporting, troubleshooting, and deploying Microsoft Entra External ID (B2C) solutions.
• Strong experience with Microsoft Entra B2B collaboration technologies.
• SME‑level knowledge of the Microsoft 365 ecosystem with a broad understanding of how services integrate and operate together.
• Minimum four years’ experience supporting enterprise Microsoft 365 environments.
• Strong knowledge of: Microsoft Entra ID, Exchange Online and Hybrid Exchange, Intune, SharePoint Online, Microsoft Purview, Enterprise Applications and App Registrations, Conditional Access and MFA and SSO technologies.
• Experience analysing logs and diagnostic data to identify root causes and resolve complex technical issues.
• Experience working within large‑scale enterprise environments.
• Strong documentation, architecture, and service design skills.
• Excellent communication and interpersonal skills.
• Proven ability to manage technical escalations and work effectively under pressure.
• Experience mentoring and supporting junior engineers.
• Experience with Google Workspace administration and integration – desirable.
• Experience supporting Apple/macOS and iOS device estates – desirable.
• Exposure to large‑scale identity transformation programmes – desirable.
• Microsoft certifications relevant to Entra, Azure, or Microsoft 365 technologies – desirable.

This role may require participation in an on‑call rota supporting Priority 1 business‑critical incidents. Eligibility to obtain and maintain BPSS clearance.

Why Serco:

• Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth.
• You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors.
• You’ll also work with great people in a highly motivated, supportive environment where no two days are the same.

What we offer:

• 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.
• A safe and supportive culture.