Operations Director

Operations Director- Customer Experience Engagement (CEE)

Home Based- requirement to travel across UK

Full time, permanent

Circa £75,000 per annum dependant upon experience plus car or cash allowance/ private medical cover and company bonus

Are you ready to lead the operational delivery of high-impact government contracts and make a meaningful difference in public services?

We’re looking for an experienced Operations Director to take the helm of medium– large scale central and local government contracts, valued at over £30 million. This pivotal role ensures the efficient, effective, and safe performance of our contact centre operations, driving continuous improvement, financial sustainability, and operational excellence.

As a senior leader, you’ll shape strategic direction, foster a high-performing and inclusive culture aligned with Serco’s values, and build trusted relationships with stakeholders across the public sector. Your leadership will be instrumental in delivering services that communities rely on every day.

This role is central to ensuring the successful delivery and continuous improvement of high-value government contracts exceeding £30 million. As a key contributor to Serco’s mission of delivering trusted and valued public services, the Operations Director provides strategic leadership, drives performance, and builds strong stakeholder relationships to optimise service outcomes.

Main Accountabilities:

• Lead and manage the contract(s) delivery at strategic level, in accordance with Corporate and Contract strategies and polices ensuring the requirements of each contract are met
• Ensure the delivery of great service in line with contractual commitments and build lasting customer relationships.
• Manage a culture of excellent customer service, and exemplify and promote Serco objectives and values
• Overall accountability for management of operational delivery, whether through the Serco team and external suppliers, meeting annual financial targets
• Manage our business, including risks, governance and financial management
• Lead, manage, engage and develop a diverse and inclusive workforce
• Make sure our people are safe and working safely, striving to eliminate or mitigate all health and safety risks.
• Offer expertise support and leadership on the upcoming Telephone Platform re procurement
• Drive efficiency across accounts/partnerships
• Offer Expertise support to Wider Work Force planning initiative

What you’ll need to do the role

• Experience of leading / managing multi large scale complex operational contact centre contracts across multiple sites and customers
• Essential extensive experience in Telephony platforms, multi-channel technologies and Work Force Planning disciplines
• Demonstrable track record in building, leading and retaining teams of excellent talent
• Demonstrable track record in building, maintain strong relationships internally and externally
• Excellent appreciation of marketplace, relevant sector, associated regulatory and legislative requirements
• Demonstrable track record in managing health and safety requirements across a large function
• Demonstrable track record of self-development and continuous learning
• Flexible to travel across UK sites

What we offer

• Company car or cash equivalent
• Company bonus
• Private Medical cover
• Competitive salaries with annual reviews
• Pension: Up to 6% contributory pension scheme
• Holidays: 25 days' annual leave plus bank holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme

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.

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Serco is a Disability Confident Employer 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.

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. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.