Serco Limited
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
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