Head of Support Services

Head of Support Services

Location: Home-based with travel to Employment, Assessment and Training sites as required across Midlands, South regions & Wales

Salary: £80,000-£90,000 per annum (dependent upon experience), plus excellent benefits

Schedule: Full-time, 37 hours per week, Monday to Friday.

Ready to impact a better future?

As Head of Support Services within our Employment, Assessment and Training (EAT) business, which includes our Restart and Health Assessment Advisory Service contract delivery, you’ll provide strategic leadership across Quality and Compliance, Delivery Assurance, Business Change, and Performance and Management Information functions. You’ll help ensure our services deliver for customers, meet contractual commitments, and continue evolving to create positive outcomes for the communities we serve.

This is a high-impact leadership role where your work has purpose. By bringing together performance insight, quality assurance, compliance, and change delivery, you’ll help shape services that support people into employment, training, and assessment programmes. Working closely with senior stakeholders, you’ll drive innovation, continuous improvement, and sustainable growth while helping us impact a better future for our customers, colleagues, and communities.

What you’ll do as a Head of EAT Support Services

• Lead and develop the EAT support services functions, including Quality and Compliance, Delivery Assurance, Business Change, and Performance and Management Information teams. Previous experience in employability or assessment outsourcing services is highly desirable.
• Provide strategic leadership to ensure contractual commitments, service level agreements, key performance indicators, and business objectives are achieved across EAT services.
• Use performance data, management information, and operational insight to identify priorities, inform decision-making, and drive service improvement.
• Build strong collaborative relationships with operational leaders, growth teams, and senior stakeholders to support service excellence and future opportunities.
• Lead change initiatives and continuous improvement programmes that strengthen capability, performance, and customer outcomes.
• Manage budgets within your areas of accountability and ensure resources are effectively planned and deployed.
• Support talent development, succession planning, and capability building across support service functions.
• Represent EAT at senior leadership forums, customer meetings, and professional events, and deputise for the Director of EAT where required.

Does this sound like you?

• Extensive senior leadership experience, including leading multi-disciplinary support or operational functions within a complex environment.
• Proven experience of building, developing, and leading high-performing teams while creating a culture of accountability, trust, and continuous improvement.
• Strong understanding of performance management, quality assurance, compliance, business change, and operational delivery.
• Experience analysing complex management information and using evidence-based insights to improve organisational performance.
• Demonstrated ability to build productive relationships with senior internal and external stakeholders.
• Experience managing budgets and delivering results against financial and operational objectives.
• Qualified to NVQ Level 5 or equivalent professional qualification or experience.
• Excellent communication, influencing, and decision-making skills with the ability to lead through change.

What we offer

• 25 days’ holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• A performance-based bonus scheme
• A company car or cash alternative
• Private medical insurance
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role will be subject to an enhanced Disclosure and Barring Service (DBS) check due to involvement in the delivery and management of employability and support services.

Let’s impact a better future, together. Apply today.

A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact recruitmentuk@serco.com.

Let’s impact a better future, together. Apply today.

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