Head of Performance Excellence

Homebased | Other

Homebased with frequent travel between Midlands & Cardiff

Permanent, Full time

Up to £70,000 per annum plus company car and private medical



Serco have a commitment to continually develop and improve delivery of the Restart Scheme to provide optimised services which positively impact the lives of our participants and maximise contractual performance.


The Head of Performance Excellence is integral to this mission, taking accountability for the refinement and improvement of operating models, business processes, frameworks, and delivery tools / applications. The purpose for this role is to create conditions for success for our front line teams and positively impact contract performance.


As Head of Performance Excellence, you will be responsible for the end-to-end change delivery framework, from the gathering of insights and initiation of change initiatives which align with SMT priorities, through to the design and delivery process and the adoption and benefit measurement of implemented change.



Your main responsibilities:

  • Define and embody performance excellence for the Restart scheme, continually striving to raise performance levels
  • Own the scheme's Change Management Framework, constantly reviewing and refining our approach to change delivery to ensure best use of resources, effective prioritisation of work, efficient, high-quality delivery of change initiatives and successful implementation.
  • Be a subject matter expert for SMT in market trends, research, and insight to inform best practice across people, process, systems and data.
  • Govern the change portfolio, ensuring risks to success are resolved in a timely manner, resources are allocated, and costs are controlled.
  • Own departmental communications, ensuring the engagement of operational teams both internally and across the supply chain are informed of the work of the Performance Excellence team and are encouraged to contribute.
  • Represent the Performance Excellence team at a range of internal and external Restart meetings
  • Support Serco business development work in the employability sector as required.



What you'll need to do the role:

  • Ideally you will be working as a Head of Performance Excellence or similar with proven experience of leading a business change or continuous improvement function preferably within a government contracted service.
  • Experience of a range of consumer research techniques.
  • Highly developed leadership skills, with the ability to motivate and inspire others.
  • IAG Level 3 qualification, or an equivalent qualification or experience.
  • A demonstrable understanding of the employability sector.
  • This role will require travel to other Serco and Supplier locations around the country as required, so ability to travel is essential.
  • Valid UK Driving License required.






What we offer

  • Up to 6% contributory pension scheme
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities 
  • Up to 25 days annual leave plus bank holidays
  • Company car
  • Bonus scheme
  • Private healthcare






    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.  For help with your application please contact 0345 010 4000.

    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
    06/03/2024 01:14:00
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