Head of Continuous Process Improvement

Serco: Justice & Immigration Contract

Fixed Term 24 months, Full Time

Home Based, Car Included

Up to £84,000 pa + Company Car + Corporate Benefits Package

Due to growth within our Justice & Immigration (J&I) contract, we have an exciting new opportunity for a Head of Continuous Improvement Manager to join our FM Leadership Team. You will lead and deliver continuous performance improvement across the Justice & Immigration Facilities Management (J&I FM) portfolio, driving operational efficiency, reducing waste, and fostering a culture of innovation, collaboration, and data-driven decision-making. Directly reporting into the FM Director, you will come with all the relevant experience to add value immediately!

Key Responsibilities

Leadership & Culture

• Champion all continuous improvement activity, embedding confidence, capability, and credibility across J&I FM.
• Lead training plans, self-assessment, and quality improvement processes.
• Build a high-trust, knowledge-sharing culture and ensure talent development and succession planning.

Strategy & Planning

• Develop and execute CI strategies and methodologies (Lean, Six Sigma, etc.).
• Provide direction to FM Contract Managers and SMT on performance and risk management.
• Analyse processes, identify root causes, and deliver improvement solutions.
• Manage CI projects to time, budget, and quality standards.

Operational Excellence

• Drive best practice, innovation, and scalable service delivery.
• Engage in contract reviews and problem resolution.
• Anticipate and respond to emerging customer needs.
• Use data to prioritise, measure, and report on improvements.
• Mentor staff on CI tools and approaches.

People & Stakeholder Management

• Build strong relationships with internal/external stakeholders.
• Model collaborative leadership and embed the Serco leadership framework.
• Support customer satisfaction and confidence in contract performance.

Growth & Finance

• Partner with the Growth Team on bids, mobilisations, and FM opportunities.
• Identify efficiencies, deliver cost savings, and drive fiscal accountability.

Essential Requirements

Qualifications

• Tertiary qualification in Business, Management, or related field.
• Advanced MS Office skills.

Experience

• 5+ years in senior management and continuous improvement leadership.
• Proven delivery of CI in complex, dispersed service organisations.
• Expertise in budget and financial management.
• Experience in transformational change and large-scale programme delivery.
• Track record in Business-to-Government services.

Skills

• Strong CI methodology knowledge (Lean, Six Sigma, etc.).
• Excellent analytical, problem-solving, and project management skills.
• Influential communicator with strong interpersonal skills.
• Skilled coach/mentor, resilient under pressure, high integrity.

Why Serco

A place you can make an impact - The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.

A place you can count on - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.

A place for you - We are a motivated team who will encourage you and help you to succeed within a supportive and safe culture.

What we offer

• Up to 6% contributory pension scheme
• Serco Benefits package - discounts include cinema, merlin entertainment, online shopping, mobile phone plans and leisure centre memberships
• Serco ShareSave - where employees can own a part of the company and invest in their future.
• Employee Assistance Programme
• The chance to make a positive difference

• 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. 

Apply
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.