Head of Operations

Serco Limited; Cardiff, Coventry, West Bromwich, Birmingham; Hybrid; GBP 59,000 - 70,000; Full time

Job summary

A leading service provider is seeking a Head of Operations for its Restart Scheme team. This role, based in the UK with some travel, focuses on delivering exceptional service and performance across several locations. The ideal candidate will have extensive leadership experience and a strong record in managing multiple contracts, data interpretation, and team motivation. Benefits include up to 25 days holiday, pension contributions, and various support programs.

Benefits

Up to 25 days of holidays

Pension scheme up to 6%

Performance-based bonus

Company car

Private medical insurance

Wide range of training opportunities

24/7 Employee Assistance Programme

Discounts at around 1,000 retailers

Paid volunteering day

Charity Payroll Giving Scheme

Qualifications

• Proven experience in leadership and people management, ideally within relevant sectors.
• Ability to drive performance and interpret data for decision-making.
• Experience in managing change and motivating teams effectively.
• Strong communication and relationship-building skills.

Responsibilities

• Lead a team of Operations Managers for optimal performance.
• Drive achievement of KPIs and service levels.
• Foster a culture of continuous improvement.
• Ensure compliance with contractual requirements.
• Support leadership team development and capability.
• Analyse performance data to enhance delivery.
• Build strong relationships with stakeholders.
• Champion participant wellbeing and inclusivity.

Skills

Leadership and people management experience

Driving performance across multiple sites

Interpreting complex data

Managing change

Exceptional communication skills

Problem-solving skills

High digital literacy

Tools

Microsoft Office

Job description

Serco Limited

Home-based with regular travel to Birmingham, Coventry, West Bromwich, and Cardiff. Circa £70,000 per annum + benefits. Full-time.

Ready to make an impact?

As Head of Operations in our Restart Scheme team, you’ll lead the delivery and performance of Serco’s direct delivery operations across our Restart sites. You’ll play a vital role in helping people back into sustainable employment, driving excellence across multiple locations, and ensuring our teams deliver the best possible service to our participants and partners.

Responsibilities

• Lead a team of Operations Managers to deliver outstanding performance across all Restart direct delivery sites.
• Drive achievement of key performance indicators, service levels, and customer service standards.
• Foster a culture of high performance, accountability, and continuous improvement.
• Ensure full compliance with contractual and quality requirements.
• Support and develop your leadership team, identifying and addressing capability gaps.
• Analyse data and performance insights to optimise operational delivery.
• Build strong, collaborative relationships with senior leaders, stakeholders, and partners including the Department for Work and Pensions (DWP) and Jobcentre Plus (JCP).
• Champion participant wellbeing and maintain a safe, compliant and inclusive service environment.

Qualifications

• Leadership and people management experience, ideally within the employability, retail, or similar sector.
• A proven record of driving performance across multiple sites or contracts.
• The ability to interpret complex data to inform decisions and enhance service outcomes.
• Experience managing change, motivating teams, and addressing underperformance constructively.
• Exceptional communication skills, with the ability to build trust and positive relationships at all levels.
• Strong problem‑solving skills, with a proactive and adaptable approach.
• High digital literacy, including proficiency in Microsoft Office tools.

Discover all you need to keep growing

Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

Because this is a place for you, our people are integral to everything we do. That’s why our benefits are designed to put you first.

Benefits

• Holidays: Up to 25 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Bonus: A performance‑based bonus scheme
• Company car: A company car
• Private medical insurance
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco‑managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax‑free, through our Payroll Giving Scheme.