Vice President, Business Unit - Fed/Civ Market

Position Description & Qualifications

The Business Unit Vice President is a Senior Leadership Team member with full accountability for the performance, transformation, and growth of a large, complex portfolio of approximately $380M in annual revenue and a workforce of 2,800 employees. The portfolio spans a diverse contract mix including Fixed Price, Time & Materials, and Cost‑Plus arrangements and delivers mission‑critical, citizen‑facing services at scale.

Reporting directly to the Chief Executive Officer, this role is responsible for setting and executing strategy, delivering strong financial and operational outcomes, and evolving the Citizen Services portfolio beyond traditional federal civilian programs into adjacent markets. The Vice President is expected to drive growth through Business Process Outsourcing (BPO/BPA), digital and IT‑enabled solutions, and innovative delivery models, while leveraging defense‑grade operational rigor as a strategic advantage to strengthen execution, resilience, and portfolio diversification.

Key Responsibilities

Strategic & Enterprise Leadership

• Owns and executes the strategy for a $380M portfolio, aligning business priorities with the company's long‑term growth, diversification, and enterprise transformation objectives.
• Leads the evolution of the portfolio beyond a primarily federal civilian construct, expanding into adjacent public‑sector and citizen‑facing markets.
• Shapes and advances differentiated capabilities in BPO/BPA, process redesign, and technology‑enabled service delivery, including benefits administration, eligibility determination, pension services, and other complex government processes.
• Applies defense‑informed delivery discipline, risk management, and performance rigor to improve execution consistency, scalability, and outcomes across the portfolio.
• Acts as a senior enterprise leader, contributing to CEO‑ and Board‑level discussions on strategy, investment, growth, and risk.

Financial & Operational Accountability

• Maintains full P&L ownership across a complex contract mix, balancing risk, margin, and growth across Fixed Price, Time & Materials, and Cost‑Plus programs.
• Leads short‑ and long‑range financial planning, forecasting, and capital allocation to support sustainable growth and portfolio health.
• Oversees operational performance across large, distributed delivery environments, ensuring efficiency, quality, compliance, and mission assurance.
• Drives continuous improvement through process optimization, automation, and IT/software solutions to reduce cost‑to‑serve and improve citizen and customer outcomes.

Growth, Capture & Portfolio Expansion

• Partners closely with Growth, Technology, and Operations leaders to identify, shape, and win new business aligned to strategic priorities.
• Leads customer‑centric growth strategies that expand existing programs and introduce new BPO/BPA, IT, and software‑enabled solutions.
• Serves as senior sponsor on priority captures, major recompetes, and strategic pursuits involving complex, large‑scale service delivery.
• Leverages experience from defense and national security environments to strengthen proposal quality, execution models, and credibility in highly regulated, mission‑critical markets.

Customer & Stakeholder Engagement

• Builds and sustains executive‑level relationships with customers, partners, and stakeholders across the portfolio.
• Acts as the senior escalation point for complex operational or contractual issues, ensuring rapid resolution and protection of customer trust.
• Represents the organization externally as a credible leader in citizen services, digital modernization, and outcomes‑based delivery.

People & Leadership

• Leads and develops a workforce of approximately 2,800 employees, fostering a performance‑driven, accountable, and engaged culture.
• Builds a strong leadership bench capable of managing scale, complexity, and transformation.
• Partners with People, Culture & Communications leaders to drive engagement, retention, leadership capability, and organizational effectiveness.
• Models enterprise leadership behaviors and reinforces values across a large, diverse organization.

Qualifications

Required

• Extensive experience leading large, complex business units or portfolios ($300M+) with full P&L accountability.
• Demonstrated success managing mixed contract types (Fixed Price, Time & Materials, Cost‑Plus) in regulated or government‑adjacent environments.
• Proven expertise in BPO/BPA, including redesigning, transitioning, and operating complex government processes such as benefits administration, eligibility determination, or pension services.
• Demonstrated capabilities in IT and software‑enabled solutions, including technology‑supported service delivery and modernization initiatives.
• Experience leading large, distributed workforces (1,000+ employees).
• Strong executive presence with the ability to influence at the CEO, Board, and customer executive levels.

Preferred - Strategic Defense Experience

• Senior leadership experience in defense or national security markets (e.g., DoD or defense‑adjacent agencies), viewed as a strategic differentiator for the role.
• Demonstrated ability to apply defense‑grade operational rigor, mission assurance, and risk management to large‑scale, citizen‑facing service environments.
• Experience leveraging defense market insights - including complex stakeholder ecosystems, compliance‑driven execution, and disciplined delivery models - to strengthen portfolio resilience, diversify revenue, and enable expansion into adjacent markets.
• Proven success translating defense delivery practices, technology adoption, and performance management approaches into scalable, outcomes‑based services across public‑sector portfolios.

What Success Looks Like

• A clear, executable strategy that strengthens core programs while expanding the Citizen Services portfolio into higher‑growth, more diversified markets.
• Strong financial performance across a complex contract mix, with improving margins and portfolio resilience.
• Scaled BPO/BPA and technology‑enabled offerings that measurably improve citizen outcomes and customer satisfaction.
• A capable, engaged leadership team and workforce prepared to sustain growth and operational excellence.
• Recognition of Citizen Services as a differentiated, innovative, and trusted partner in delivering mission‑critical public services.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com 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.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

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 Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .