Head of Solution, Product & Performance

This is a senior, high-impact leadership role at a pivotal moment for the London Cycle Hire Scheme. Following the successful retention of the LCHS contract (a major long-term public sector contract) in a £220m deal, the mobilisation for the 3rd Generation of the scheme has begun. We are looking to appoint a Head of Operational Solutions, Product & Performance to take ownership of critical solution workstreams during mobilisation, before transitioning into a business-as-usual leadership role that helps shape the future of the service.

We need someone who can own and deliver complex operational solutions end-to-end, use data to drive mature business insights and improvement, and lead teams through change in a live, high-profile environment. The role will deputise for the Technical Director and will attend SMT. It is also a succession role, with a clear pathway to Director-level positions for the right individual.

What You’ll Be Doing

• Take ownership of key programme workstreams supporting mobilisation of the contract.
• Act as the business owner for critical operational solutions, spanning hardware, software and data.
• Work closely with the Programme Director, technical leadership and client stakeholders to ensure delivery.
• Lead operational solution delivery and product ownership on contract across live operations.
• Develop Supply Chain management structures that optimise product quality and commercial outcomes whilst mirroring corporate process.
• Deliver data derived insights to support the operations teams in achieving measurable improvements in performance, quality, cost and productivity.
• Manage and develop on-site product teams and a data/analytics function (driving innovation).
• Balance service performance with strategic product evolution and supply chain effectiveness.
• Act as a trusted senior technical and operational partner to the client.
• Operate as a de facto member of the senior leadership team, shaping strategy and future capability.

At its core, this role is about solution leadership within the contract, with performance improvement, product strategy and supply chain oversight flowing from that.

What Success Looks Like

• Mobilisation workstreams delivered with clear ownership, pace and confidence (commercial acumen).
• Operational products and solutions that are robust, scalable and fit for purpose.
• Data and insight being used consistently to drive decisions and identify improvement potential.
• Strong, credible leadership of Strategic Supply Chain and Business Insights and Performance functions.
• Increased confidence from senior internal stakeholders, group business functions and the client.
• A smooth transition from programme delivery into a stable, high-performing BAU operation.

Who This Role Is For

We’re looking for a senior, hands-on leader who is comfortable moving between strategy and detail, and who enjoys owning complex operational challenges. You’re likely to have:

• A strong grounding in operations, not just theory.
• Experience owning and integrating end-to-end solutions (hardware → firmware → software → data → process).
• Provided motivational leadership to teams responsible for product, systems, analytics or operational performance.
• Used data and analytics (e.g. SQL, Python, R or similar) to define problems and shape solutions.
• Operated credibly with senior stakeholders and clients, ideally in public sector or outsourced environments.
• The confidence to get stuck in, make decisions, and take accountability.
• An interest in mobility, micro-mobility, transport policy or public infrastructure would be a strong advantage.

Why this role stands out

• High-profile, nationally recognised service at the forefront of UK micro-mobility.
• A rare chance to shape how a major public service operates for the next decade.
• Genuine ownership, visibility and influence.
• Clear development pathway to Director-level roles.
• A role that evolves - from mobilisation leadership to long-term operational ownership.

If you’re a solution-led operational leader who wants real accountability, visible impact and long-term opportunity, we’d love to hear from you.

Why Serco

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors. Personal growth, achievement and development won’t be hard to find. You’ll also work with great people in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What We Offer

• Company car / £4200 cash alternative.
• Bonus scheme of up to 20%.
• Pension – 6%.
• Chance to contribute to innovation in the public services.
• A company passionate about diversity and inclusion.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations.
• A safe and supportive culture.

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.