Head of Support Services

Hook/London | Other

Head of Support Services
Hybrid - Attached to Hook/London with UK Travel       
Full Time, Permanent   

Circa £75,000 (dependent on experience)


Here at Serco, we are seeking an experienced Head of Support Services play a pivotal role in delivering essential support services to the Prisoner Escorting & Custody Services (PECS) contract on behalf of the HM Prison and Probation Service (HMPPS). Reporting to the PECS Contract Director, you will lead and manage a dedicated team responsible for various support functions critical to the successful delivery of the PECS contract.


This role will have management responsibility for a team of circa 45 colleagues via 6 direct reports, delivering several support functions, including fleet, workforce management, business improvement, information services, stock control, administration and operational training.

As part of this you'll:


  • Oversee all aspects of planning, delivery and execution of support services to ensure the successful delivery of the PECS contract.
  • Develop and implement strategies to meet the evolving needs of the PECS contract, while maintaining a focus on quality and efficiency.
  • Manage contractual change programs and foster positive relationships with internal and external stakeholders, including HMPPS, partners, suppliers and subcontractors.
  • Ensure budgetary compliance and effective expenditure control while adhering to Serco operating processes and procedures.
  • Lead procurement activities, including managing third-party suppliers, to meet the dynamic requirements of the PECS contract.
  • Drive improvement programs and initiatives aimed at enhancing the delivery of the PECS contract.
  • Monitor, analyse, and report on performance metrics to support effective decision-making and performance management.
  • Oversee information security, quality assurance, risk management and compliance activities related to the PECS contract.
  • Recruit, manage and develop the PECS Support Services team, ensuring compliance with Serco policies and procedures.


What you'll need to do the role:


  • Demonstrable experience in delivering cross-functional support services in a complex operating environment.
  • Proven track record of successfully managing and leading large teams.
  • Strong leadership, communication and relationship-building skills.
  • Commercial acumen with the ability to prioritise activities according to contract and business priorities.
  • Analytical skills with the ability to contribute to the commercial goals of the organisation.
  • Experience managing budgets and delivering solutions within financial constraints.
  • Excellent written and verbal communication skills.
  • Previous experience in government outsourcing, particularly in justice and immigration secure contracts is desirable.
  • Knowledge of IT systems (e.g., SAP, ServiceNow, Shopworks) and applications (including MS Office Suite) is desirable.
  • Security vetting (SSCL enhanced level 2) and a valid driving licence is required.  


Why Serco:


Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.



What we offer:


  • A competitive salary, pension (matched up to 6%), life insurance.
  • Company car / cash alternative
  • Bonus scheme - 10% on target, 20% exceeding targets
  • Private healthcare
  • A fantastic culture and supportive team; volunteer leave; continuous training and development opportunities.
  • 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.
  • Serco Benefits Package: Access to a huge range of discounts and exclusive deals.
  • The chance to make a positive difference in a company passionate about diversity and inclusion. 



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 Gold 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
08/06/2024 01:08:00
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