Privacy Operations Manager

Serco Group Plc; City of Westminster; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Company car

Private healthcare

Bonus on target

Flexible working

Pension 6%

Diversity & inclusion

Serco discounts

Employee wellbeing

Job summary

Serco Group plc in the United Kingdom is seeking a Privacy Operations Manager to lead the operational privacy services that support Serco UK, reporting to the Data Protection Officer. You will own frameworks for Data Subject Rights, data breach management, DPIA governance and privacy by design, driving measurable, repeatable processes across the business.

This hands-on leadership role requires balancing legal expectations with practical guidance that works in a complex, regulated environment.

Qualifications

• Experience managing operational privacy, compliance, legal operations, information governance, risk or assurance processes.
• Strong practical experience of Data Subject Rights, breach management and/or DPIA processes.
• The judgement to manage complex stakeholder queries and recognise when sensitive matters require escalation.
• A good working knowledge of UK GDPR, the Data Protection Act 2018 and operational privacy requirements.

Responsibilities

• Own and continuously improve the Data Subject Rights operating model, including standards, escalation routes, performance monitoring and quality assurance.
• Maintain the data breach management framework and support consistent triage, assessment, documentation and lessons learned.
• Lead DPIA governance, templates, workflows, adviser support and quality assurance, embedding privacy by design into new and changing activity.
• Provide substantive operational privacy guidance for queries escalated through the Privacy Office triage process.
• Maintain practical frameworks, playbooks, guidance and process documentation for business teams and the privacy network.
• Monitor operational MI across DSRs, breaches, DPIAs and business queries to identify risks, capacity pressures and improvement priorities.
• Work closely with Governance & Assurance, Information Governance, Legal, HR, IT and operational teams.
• Escalate precedent-setting, high-risk or regulatory matters to the Data Protection Officer with clear evidence and options.
• Experience managing operational privacy, compliance, legal operations, information governance, risk or assurance processes.
• Strong reporting, prioritisation and continuous improvement capability in a demanding operational environment.

Job description

Here at Serco, we're looking for a Privacy Operations Manager to lead and improve the operational privacy services that support Serco UK.

Reporting to the Data Protection Officer, you'll own the frameworks and service standards for Data Subject Rights, data breach management, DPIA governance, privacy by design and operational business queries. You'll make sure these processes are clear, measurable, consistently applied and responsive, while escalating novel, sensitive or high-risk matters appropriately.

This is a hands-on leadership opportunity for someone who can combine practical privacy judgement with strong operational discipline, turning legal and compliance expectations into services and guidance that work for the business.

As part of this you'll:

• Own and continuously improve the Data Subject Rights operating model, including standards, escalation routes, performance monitoring and quality assurance.
• Maintain the data breach management framework and support consistent triage, assessment, documentation and lessons learned.
• Lead DPIA governance, templates, workflows, adviser support and quality assurance, embedding privacy by design into new and changing activity.
• Provide substantive operational privacy guidance for queries escalated through the Privacy Office triage process.
• Maintain practical frameworks, playbooks, guidance and process documentation for business teams and the privacy network.
• Monitor operational MI across DSRs, breaches, DPIAs and business queries to identify risks, capacity pressures and improvement priorities.
• Work closely with Governance & Assurance, Information Governance, Legal, HR, IT and operational teams.
• Escalate precedent-setting, high-risk or regulatory matters to the Data Protection Officer with clear evidence and options.
• Experience managing operational privacy, compliance, legal operations, information governance, risk or assurance processes.
• Strong practical experience of Data Subject Rights, breach management and/or DPIA processes.
• A good working knowledge of UK GDPR, the Data Protection Act 2018 and operational privacy requirements.
• Experience creating and improving frameworks, procedures, guidance, templates and service standards.
• The judgement to manage complex stakeholder queries and recognise when sensitive matters require escalation.
• Strong reporting, prioritisation and continuous improvement capability in a demanding operational environment.

Meaningful and vital work: Your work will help Serco manage information responsibly, strengthen compliance and support better decisions across the organisation.

A world of opportunity: Join a globally operating business delivering essential services across five vital sectors, with opportunities to learn, grow and develop your career.

Great people: You'll work in a supportive, collaborative environment with experienced colleagues who strive for excellence and practical impact.

What we offer:

• Company car
• Private healthcare
• Bonus scheme of 5% on target
• 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.