Serco Inc.

Program Director - EST

Recruiting Location : Location
Operations Management
Position Type
Security Clearance
Criminal Record Check (CPIC); Fingerprint Criminal Record Check
Yes - May Consider Occasional/Part Time Teleworking for this position

Position Description

The Employment Services Director will lead Serco’s service delivery team to implement the next phase of Ontario’s Employment Services Transformation (EST) program.


Background: Current employment programs for Ontario Works and the Ontario Disability Support Program (ODSP) are being integrated into Employment Ontario (EO) to create one system that is easy to access and focussed on helping all job seekers, including those furthest from the labour force and/or those who face systemic barriers, and that better supports local employers. By integrating the three current systems into one strong, more seamless service system, the Ontario government aims to address system gaps, lessen duplication of services and support municipal partners and service providers to deliver better results for people and businesses. Service System Managers (SSMs) are responsible for the planning, design and delivery of employment services and are funded based on achievement of outcomes. SSMs will be selected for nine regional catchment areas in 2021.


Role:  As a global provider of citizen services, Serco aims to hire an experienced and accomplished Program Director to lead our EST operations team. The position requires high energy and dynamic interaction with our government customer, our local job training and support service providers, employers, and job seekers.


Primary Duties and Responsibilities:


  • Manage the full contract life cycle of the Serco portfolio of EST contracts.
  • Lead a multi-functional team that will develop, implement, monitor and improve effective pathways for employment.
  • Enable job seekers to achieve sustainable employment or income in coordination with job connection, life stabilization and skills or training programs.
  • Interact with senior Government and broader Public Sector stakeholders to understand and contribute to policy.
  • Interact with employers, unions, municipalities, and other local stakeholders to appreciate local economic conditions to improve employment initiatives.
  • Coordinate, supervise, and collaborate with local, regional, and provincial service providers (skills coaching, training, life stabilization). Optimize a service delivery network to achieve positive employment outcomes.
  • Identify, develop, and strengthen sources of long term, sustainable competitive advantage. Evolve and deliver a strategy of operational excellence and business growth.
  • Ensure Serco’s EST contracts are sustainable and profitable across a range of economic circumstances.


Business Development

  • Proactively manage opportunities to organically grow and expand the business.
  • Support other Serco Canada contracts and BD staff for rebids or proposal developments when requested.



  • Effective communication skills and ability to work cross functionally within the organization.
  • Solid technical, business and project management knowledge.
  • Excellent collaborative leadership and organizational skills.
  • Stellar internal and external relationship building skills.
  • Strong degree of integrity and judgment.
  • Able to effectively delegate authority as required.
  • Willing to take ownership for the outcomes of projects within scope of responsibility.
  • Strong planning, coordination, execution and analytical skills.

Contingent based on contract award.



  • Detailed understanding of Ontario employment support programs and the employability sector. Experience in other jurisdictions may be considered.
  • Demonstrable understanding of the education and skills training sectors, their market opportunities and key organizations.
  • Experience operating in a multi-stakeholder environment.
  • Politically incisive in communicating effectively with customers, sector stakeholders, partners and external bodies as relevant
  • 5+ years of experience in a senior position with P&L responsibilities in the employment and employability sector.
  • Bachelor Degree in Management or a related field. Master's Degree preferred.
  • Proven track record in the full life cycle of leading a business from market shaping, through bidding to management of planning, operations, maintenance, & customer service; to sustainable partnerships and business growth
  • Successful track record in building, leading and retaining teams of excellent talent
  • Excellent people leadership skills. Must be skilled in communicating, cross cultural management, organizational culture development and motivating staff
  • Thorough understanding of all aspects of operational safety, environmental and security/confidentiality issues.
  • Must be able to Pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.


Health & Safety, Environmental:

  • Ensure compliance with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, and quality.
  • Responsible for the safety of all personnel, equipment, and facilities under the scope of this position, in accordance with Provincial, Federal, Serco and customer safety regulations and procedures.
  • Accountable for developing and tailoring plans to drive for results in the areas of safety, compliance, service delivery and cost.


Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.


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 over 9,000 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).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email


COVID-19 Regulations: Serco complies with all applicable requirements regarding COVID-19 regulations, including COVID-19 vaccinations and testing requirements.


Positions supporting US Federal contracts located within the continental United States (including corporate support positions): Pursuant to Executive Order 14042 (Ensuring Adequate COVID Safety Protocols for Federal Contractors), Serco requires covered employees and new hires, whether working at a customer site, working remotely, or working in a Serco facility, to be fully vaccinated (two weeks from last/only inoculation) by December 8, 2021 and provide valid documentation of their vaccination status (except in limited circumstances where an employee is legally entitled to an accommodation).


Canada, state/provincial or OCONUS based contracts and positions: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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