Serco Plc
Head of Operational Insight
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Who we are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
What we do
We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.
Head of Operational Insight
Location: Hybrid with regular UK travel
Salary: Senior Leadership -level salary and comprehensive benefits package
Transform Operational Data into Better Decisions
At VIVO, we deliver critical infrastructure and facilities management services across the UK Defence estate on behalf of the Defence Infrastructure Organisation (DIO). Supporting complex operational environments across multiple contracts, we are committed to continually improving how we deliver for our customers through operational excellence, innovation and smarter decision-making.
We're looking for an experienced Head of Operational Insight to lead the development of a modern, enterprise-wide operational insight capability that transforms how operational performance is measured, understood and improved across the business.
This is an exciting opportunity to shape how Executive Leaders make decisions by creating a consistent approach to operational reporting, analytics and business insight. You'll influence strategic priorities, improve organisational performance and help embed a culture where evidence-based decision-making drives better outcomes for our customers and our business.
The Opportunity
Reporting directly to the Operational Excellence Director, you will lead VIVO's Operational Insight function, creating a single, trusted approach to operational reporting, management information and performance intelligence across the organisation.
Working closely with Operational Directors, Executive Leadership, Commercial, Finance, Digital and contract teams, you'll ensure operational data becomes meaningful business intelligence that supports better decisions, identifies opportunities for improvement and provides greater visibility of performance across every contract.
This is far more than a reporting leadership role.
You'll build the capability, standards and culture that enables leaders to understand not only what is happening, but why it's happening, what it means and what action should be taken next.
You'll also play a leading role in developing modern reporting capability through automation, advanced analytics and the responsible use of AI, ensuring VIVO remains at the forefront of operational performance management.
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Key Responsibilities
Strategic Leadership
- Develop and deliver VIVO's Operational Insight Strategy, aligned to business priorities and operational objectives.
- Create an enterprise-wide vision for operational reporting, management information and decision support.
- Establish governance, standards and reporting principles that improve consistency, transparency and confidence across the business.
- Act as the senior authority for operational insight, providing challenge, assurance and strategic direction.
Operational Performance & Decision Support
- Lead analysis that identifies operational trends, emerging risks and improvement opportunities.
- Translate complex operational data into clear, practical recommendations for Executive and operational leaders.
- Strengthen performance narratives so reporting drives informed decision-making rather than simply presenting information.
- Support operational recovery plans, continuous improvement initiatives and strategic performance reviews.
Reporting, Analytics & Innovation
- Develop modern dashboards, executive reporting and operational performance visualisation.
- Simplify reporting processes and reduce manual effort through greater automation and standardisation.
- Drive innovation through predictive analytics, automation and the appropriate use of AI to improve reporting quality, speed and decision support.
- Promote best practice in reporting, data visualisation and business storytelling.
Leadership & Capability
- Lead and develop a high-performing Operational Insight team.
- Build organisational capability in reporting, analytics and insight-led decision-making.
- Develop strong relationships across Operations, Commercial, Finance, Digital and Executive Leadership.
- Create communities of practice that improve reporting standards and encourage knowledge sharing across contracts.
- Champion continuous improvement and innovation in operational performance management.
What We're Looking For
We're seeking a strategic leader who combines analytical expertise with commercial awareness and the ability to influence at the highest levels of a complex organisation.
You'll be comfortable working across multiple operational environments, challenging established thinking and helping senior leaders make better decisions through trusted insight.
You'll bring experience of:
- Leading Operational Insight, Business Intelligence, Performance Management or Reporting functions within a complex organisation.
- Developing enterprise-wide reporting frameworks, dashboards and performance management capability.
- Translating complex operational information into meaningful business recommendations.
- Influencing Executive teams through credible analysis and evidence-based decision-making.
- Driving organisational improvement through insight, innovation and continuous improvement.
- Leading high-performing teams while developing capability across wider business functions.
- Introducing modern reporting technologies, automation or AI-enabled approaches that improve operational performance.
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Experience within Defence, Infrastructure, Facilities Management or similarly complex operational environments would be advantageous but is not essential.
Why Join VIVO?
This is one of the most influential operational leadership roles within the organisation.
You'll have the opportunity to:
- Shape how Executive Leaders understand and improve operational performance.
- Build a modern Operational Insight capability that influences the entire business.
- Drive innovation through automation, advanced analytics and AI.
- Improve performance across nationally significant Defence infrastructure contracts.
- Influence strategic priorities, operational excellence and customer outcomes.
- Leave a lasting legacy by creating a more insight-led organisation.
If you're passionate about turning operational data into meaningful business intelligence and want to lead transformational change within a complex, high-profile environment, we'd love to hear from you.
What Success Looks Like
Success in this role will be measured by your ability to create a trusted Operational Insight capability that enables better decisions across every level of the organisation.
You'll establish consistent reporting standards, improve confidence in operational information, reduce duplication and manual effort, and provide greater visibility of operational risks and opportunities.
Most importantly, you'll help create a culture where operational insight is valued as a strategic business asset—enabling leaders to make faster, better-informed decisions that improve customer outcomes, strengthen contract performance and support VIVO's long-term success.
VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.
At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, 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 and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
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