Training Capability –Business Support
Manager
Success Profile
Reporting to
Capability Director Training, Defence
Division / Function
Central Government - Defence
Base location
Flexible York / Teesside (with expected travel across the UK)
Date
May 2014
Job ID
Job Family
Operations
Level
Global Job Band 4
Section 1: Role Context
KEY PURPOSE
Supporting the Training Capability Director in the following functions:

Working closely with Contract Managers, and other Capability areas, responsible for planning
and synchronising all operational activities, particularly projects/programmes, bids and change
programmes that require additional assets.

Supporting the development, updating and delivery of the Training Capability Operations
Strategy and Plan.

Manage the interface with the Quality & Performance team, Finance, HR and Relationship
Management, ensuring prioritising tasks and driving the FME Operations Plan.

Provides support to new contract wins and works with the Business Development team to
develop organic growth through contract change processes and ensure effective transition
arrangements are in place.

Support internal staff development, succession planning and engagement.
REASON FOR ROLE
1

The position will be responsible for delivery of the Training Capability Operational Plan, through
the co-ordination of capabilities, assets, resources, and people.

The Business Support Manager will provide the focal point for Training Contract Managers for
the co-ordination of operational matters.

Operational reporting and governance.
Serco Internal
Serco Internal

Co-ordination of resources.

Communications and engagement.

The Business Support Manager will deputise for the Training Capability Director when
appropriate.
Section 2: Organisational Context
STRUCTURE AND REPORTING RELATIONSHIP
The Training Capability Business Support Manager will be responsible for supporting the Training
Capability Director in all aspects of the Training operation – safety, risk & compliance, people
engagement, reporting, financials, stakeholder management and sales. Key Contracts:
o
o
o
2
IFTC
EPC
cybX
o
o
o
o
Serco Internal
RAF Benson (MSHATF)
Sellafield EMIP
COEFOR
Sp to Qatar Staff College
Section 3: Role Essentials
BASED ON THE SPECIFIC REQUIREMENT OF THE ROLE
Key
accountabilities
The Business Support Manager will support the Training Capability Director in
the following:
Strategy and Plans
 Delivering accurate and timely reports in line with the Defence Operational Plan.
 Responsible for the development and implementation of operational risk, Health and
Safety, and customer engagement plans.
 Supporting the development of the Training capability strategy in line with the
Defence Operational Strategy.
 Delivering the annual Training capability plan to meet contract requirements and
business targets.
 To lead and develop broader project opportunities within the Training environment
to meet the future growth aspirations of the business.
 Developing future plans for capabilities and contracts, to include continuous
improvement initiatives and customer engagement to enable successful re-bids and
organic growth across the capability.
 Developing and leading on change programmes within own capability.
Customer and Markets
 Ensuring the business delivers a level of service and added value that fosters the
development of long-term partnering relationships.
 Ensuring the optimisation and utilisation of all facilities and assets to deliver the best
value to the customer.
 Seeking opportunities to grow the business organically.
Operational Excellence
 Ensuring appropriate corporate governance is in place to comply with assurance
and other legal requirements, and ensure that contract requirements are effectively
delivered.
 Acting as a point of problem resolution for Training critical issues.
 Working with the Defence Quality & Performance function, ensures that service
optimisation, quality and improvement are driven through the capability.
Organisation and People
 Directly supporting the leadership of the Training capability so that all employees
understand and implement the strategy/plans and are motivated to achieve their
objectives.
 Working with Contract Managers deliver an employee engagement plan which
increases employee engagement and attachment to the Serco brand.
 Ensuring that the Contracts have an efficient and effective operating structure that
maximises value for Serco and the customer, champion’s innovation and enables
direct engagement with all the employees.
Growth and Financials

3
Supporting the organic growth of the business by harnessing resources, expertise
and leadership for re-bids, contract amendments and new business, by effective
transfer of knowledge and capability.
Serco Internal
Essential
qualifications



Educated to degree level.
Evidence of relevant and up to date CPD.
Recent graduate or with 2-5 years business experience.
Essential
technical and
professional
skills and
knowledge

Excellent communication skills with the confidence and ability to deliver formal
reports and presentations.
Understanding of the Defence market; with ability to apply insights into decision
making.
Able to demonstrate account management and the ability to develop effective
relationships at all levels.
Developing knowledge across all business functions (i.e. finance, business
development, HR and communications).
Good understanding of operational performance drivers.
Excellent analytical skills with ability to assimilate information quickly, and
communicate key messages simply and effectively to the business to aid decision
making.
Ability to lead a step change in performance through operational improvement and
strong leadership.






Essential
Experience
Additional
dimensions,
KPIs or special
features of the
role
4





Experience of developing and executing a strategy, operational plans and
processes
Understanding of the skills required in managing a P&L/function
Builds effective partnerships with stakeholders.
Experience of delivering programme and project management.
Leading, engaging, developing and motivating teams, communicating direction,
developing best talent and capabilities.




Member of the Training Capability Senior Management Team (SMT)
Customer retention/satisfaction.
Achieve forecast predictability via Salesforce pipeline accuracy and discipline.
SC Security Clearance.
Serco Internal