ERP Service Improvement Lead

Solihull | IT & Telecoms

ERP Service Improvement Lead         
Full Time

Package: Up to £50,000 + benefits. 


We aim to create an inclusive workplace in which everyone can thrive:


  • We are a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard
  • We have reduced our gender pay gap from 10.9% to 6.9% (in the last 12 months) and increased women in leadership roles from 21% to 32% (2018-2022)
  • We have reduced our ethnicity data gap from 40% to 20%, and our disability data gap from 95% to 50% over the last 12 months
  • We were recognised in May 2022 as one of only 3 companies (from 100) to achieve Tier 1 accreditation in the CCLA Mental Health Benchmark Report


As a business we advocate flexible working as we know that your time is valuable, both inside and outside of work. We also provide an extensive Employee Assistance Program to include online counselling, webinars, health check-ins and financial wellbeing assistance.


Careers in IT Services:


IT is at the heart of many of the vital services that Serco provide, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. IT Services underpin Serco teams in many of the key public services we deliver in the UK, Europe and globally, making a difference to thousands of people every day.


The people in IT Services are passionate about what they do and are proud to make a positive difference to the services that Serco delivers. Working together with the shared goal of providing the best service for our customers, this is what drives the culture and mindset, this is the Serco value and that is why a career with us is so rewarding.


The Role:


Enterprise Resource Planning (ERP) - Service Improvement Lead is responsible for driving service and financial improvement into the ERP Services. With a focus on achieving maximum benefit from Application Supplier services to Internal Customers this is a critical role in delivering successful outcomes for Serco. 


This pivotal role will ensure that continuous Service Improvement has an agreed communicated plan, that the plan is delivered to time, cost and quality and the Service Improvement is recognised by key business stakeholders.

As part of this you'll:


  • Establish an agreed baseline for service performance to enable consistent measurement of service effectiveness, which can be used to demonstrate service improvement
  • Working with service suppliers, ensure that innovation included in the contract is delivered, with metrics to demonstrate service improvement
  • Accountable for the reduction of incident tickets raised per employee across each Application Service
  • Working with service suppliers, be able to demonstrate a move of ticket volume from 2nd/3rd line to 1st Line with Shift Left
  • Establish metrics and reporting on effective Problem Management that demonstrates a reduction in incident volumes and repeat incidents; reducing incidents causing impact to end users
  • Lead on Customer Perception of the service. Work with Service Providers to ensure that this is managed in a proactive way and not just measured on Service Level Performance
  • Works with ERP Standard Service Service Lead, Service Management and Operational teams to document practically how the service management processes are executed for the ERP Standard Service, constantly working with the team to improve knowledge and  working practice to improve performance
  • Accountable for the delivery of benefits realisation of the Service Improvement activities with in the ERP Service
  • Maintain Service Improvement Plans in place for all ERP function areas. Develop performance metrics to monitor the effectiveness of the SIPs in place
  • Provides detailed information for management by reporting on performance metrics covering all aspects of the Continual Service Improvement area
  • Contributes to team effort by accomplishing related results as needed

What you'll need to do the role:


  • Experience in working in a quality framework/ to service standards and ability to relate them to practice
  • Good understanding of ERP Services
  • Good all round abilities in the Microsoft Office suite
  • Good written and verbal English
  • Good organisational and administration skills
  • Ability to multi task
  • Strong interpersonal presentation, promotion and communication skills
  • Strong Team Working skills
  • Ability to communicate effectively with all levels
  • Knowledge and proven experience in Service Improvement services
  • Excellent track record of delivering on commitments
  • Experience of work on own initiative including planning, time management and attention to detail

What we offer:


  • Flexible working considered
  • Pension - 6%
  • Childcare vouchers
  • Bike4Work scheme
  • Chance to contribute to innovation in the public services
  • A company passionate about diversity and inclusion


We encourage you to apply even if you don't match every single aspect of the job description. We're looking for great people and are big on career development, so we're open to reviewing all applications.



About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
04/04/2023 03:04:00
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