Head of Solution, Product & Performance

Serco North America; Greater London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading public service organization in London seeks a Head of Operational Solutions, Product & Performance. This senior role involves owning key operational solutions and leading teams for a major contract in micro-mobility. The successful candidate will drive innovation, manage resources effectively, and contribute significantly to performance improvements. Opportunities for career growth to Director-level positions are provided. This role is hybrid, offering a competitive package including a company car, private healthcare, and various employee benefits.

Benefits

Company car / cash alternative

Private healthcare

Bonus scheme up to 20%

Flexible working

Pension - 6%

Employee discounts

Career development training

Supportive company culture

Qualifications

• Strong grounding in operations, with practical experience.
• Ability to own and integrate end-to-end solutions.
• Experience in providing motivational leadership to teams.

Responsibilities

• Lead operational solution delivery and product ownership.
• Develop Supply Chain management structures.
• Manage and develop on-site product teams and data/analytics function.

Job description

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Head of Operational Solutions, Product & Performance

Location: London (hybrid)

Contract: Permanent, Full Time

Client: London Cycle Hire Scheme (LCHS)

The Opportunity

This is a senior, high-impact leadership role at a pivotal moment for the London Cycle Hire Scheme. Following the successful retention of the LCHS contract (a major long-term public sector contract) in a £220m deal. The mobilisation for the 3rd Generation of the scheme has begun and we are looking to appoint a Head of Operational Solutions, Product & Performance to take ownership of critical solution workstreams during mobilisation, before transitioning into a business-as-usual leadership role that helps shape the future of the service.

We need someone who can own deliver complex operational solutions end-to-end, use data to drive mature business insights and improvement, and lead teams through change in a live, high-profile environment. The role will deputise for the Technical Director and will attend SMT. It is also a succession role, with a clear pathway to Director-level positions for the right individual.

What you'll be doing

• Take ownership of key programme workstreams supporting mobilisation of the contract
• Act as the business owner for critical operational solutions, spanning hardware, software and data
• Work closely with the Programme Director, technical leadership and client stakeholders to ensure delivery
• Lead operational solution delivery and product ownership on contract across live operations
• Develop Supply Chain management structures that optimise product quality and commercial outcomes whilst mirroring corporate process
• Deliver data derived insights to support the operations teams in achieving measurable improvements in performance, quality, cost and productivity
• Manage and develop on-site product teams and a data/analytics function (driving innovation)
• Balance service performance with strategic product evolution and supply chain effectiveness
• Act as a trusted senior technical and operational partner to the client
• Operate as a de facto member of the senior leadership team, shaping strategy and future capability

At its core, this role is about solution leadership within the contract , with performance improvement, product strategy and supply chain oversight flowing from that.

What success looks like

• Mobilisation workstreams delivered with clear ownership, pace and confidence (commercial acumen)
• Operational products and solutions that are robust, scalable and fit for purpose
• Data and insight being used consistently to drive decisions and identify improvement potential
• Strong, credible leadership of Strategic Supply Chain and Business Insights and Performance functions
• Increased confidence from senior internal stakeholders, group business functions and the client
• A smooth transition from programme delivery into a stable, high-performing BAU operation

Who this role is for

We're looking for a senior, hands-on leader who is comfortable moving between strategy and detail, and who enjoys owning complex operational challenges. You're likely to have:

• A strong grounding in operations, not just theory
• Experience owning and integrating end-to-end solutions (hardware → firmware → software → data → process)
• Provided motivational leadership to teams responsible for product, systems, analytics or operational performance
• Used data and analytics (e.g. SQL, Python, R or similar) to define problems and shape solutions
• Operated credibly with senior stakeholders and clients, ideally in public sector or outsourced environments
• The confidence to get stuck in, make decisions, and take accountability
• An interest in mobility, micro-mobility, transport policy or public infrastructure would be a strong advantage

Why this role stands out

• High-profile, nationally recognised service at the forefront of UK micro-mobility
• A rare chance to shape how a major public service operates for the next decade
• Genuine ownership, visibility and influence
• Clear development pathway to Director-level roles
• A role that evolves - from mobilisation leadership to long-term operational ownership

If you're a solution-led operational leader who wants real accountability, visible impact and long-term opportunity, we'd love to hear from you.

What we offer:

• Company car / £4200 cash alternative
• Private healthcare
• Bonus scheme of up to 20%
• 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.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.