Serco Inc.

Operational Excellence Manager

Recruiting Location : Location
Operations Management
Position Type
Security Clearance
Public Trust

Position Description

Job Description:

The Operational Excellence Manager is responsible for oversight, direction and leadership of the operational excellence team of specialists supporting multiple sites and the program management office (PMO). All OE-related projects fall under the OE Manager’s area of responsibility. They include but are not limited to: Quality management system (QMS), continuous improvement, quantitative analytics and forecasting, measures & metrics, audit project support and implementation, policy development. The OE manager will have direct-report OE Leads responsible for running projects in assigned areas and will assign projects based upon customer and PMO priorities in order to maximize the sites’ abilities to meet contractual requirements.  Personnel oversight, project leadership, stakeholder communication, monitoring, tracking and enforcement of related assignments are responsibilities within this role and the ability to communicate effectively with senior leadership, provide management support for multiple teams of contractors across multiple facilities are necessary skills for success in this role. The following skills and abilities are also required: Lean Six Sigma certificate or equivalent strongly preferred, with a track record of implementing systems, problem solving and continuous improvement; excellent written, verbal, and digital communication skills; comfortable presenting at all levels, through traditional and web-based mediums; advanced proficiency in visual design to develop actionable proposals, plans, reports, pitch decks/presentations.

Essential Functions:

  • Supports program leadership in managing to performance standards through the analysis of performance metrics, processes and practices to identify existing and emerging trends.   
  • Identifies continuous improvement opportunities that support the customer, its mission, participants, beneficiaries and fellow team members in a cost effective, operationally efficient manner. 
  • Provides technical guidance and support to program leadership and program stakeholders through projects that impact program performance and support the strategic goals of the customer.
  • Ensures delivery of departmental goals, objectives, policies, procedures and other associated project tasks or deliverables assigned to OE teams.
  • Personnel oversight of team members, including coaching, mentoring, monitoring and development of supervisory direct reports with the goal of creating capable, engaged team contributors and leaders.
  • Collaborates with Site Service Manager and Operations Project Managers to ensure enablers are in place to support operations.
  • Ensures departmental engagement goals are met.
  • Delivers presentations in customer and stakeholder meetings and initiatives.
  • Ensures delivery of all required reporting visuals for weekly, monthly, quarterly, annual and ad hoc reporting.
  • Ensures contractual deliverables for the department are met or exceeded.
  • Identifies and mitigates risks and issues as related to personnel & people.
  • Identifies program and site risks to the sustained achievement of contractual requirements for quality, timeliness and security, to include the identification of root causes associated with those risks and effective strategies for the mitigation/elimination of those root causes.



Education: A B.A/B.S in business management or equivalent degree in an associated field from an accredited institution.

General Experience: Ten (10) years of experience must include ten (10) years managing and administering contracts or projects. Fifteen (15) years of progressive experience may be substituted for a degree. Working knowledge of Microsoft office products.

Clearance: Public Trust


Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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