Tom W.
Head of Technical Operations @Serco
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WORK HISTORY
Head of Technical Operations @Serco
Senior leader accountable for national technical and operational enabling functions within the Electronic Monitoring Service contract, supporting large-scale regulated field delivery across England through scheduling, asset, fleet, logistics, and technical operations.Scope & scale- Lead multi-disciplinary function of ~85 staff across scheduling, qualification, asset management, fleet, and technical analyst teams- Enable delivery of field visits annually- Govern serialised assets - Oversee asset movements and field distributions per year- National fleet responsibility for ~560 operational vehicles supporting 450+ field teamsKey impact- Delivered asset management improvements increasing stock visibility, lifecycle control, and audit confidence- Implemented productivity initiatives including nudge technology and specialist contact team interventions- Established new operational reporting and governance frameworks improving data quality and decision credibility- Led process automation and workflow improvements across scheduling, qualification, and asset operations- Delivered efficiency and cost optimisation initiatives across technical and logistics functions- Strengthened KPI governance and operational performance controls aligned to contractual requirements
EDUCATION
Outwood Academy Danum
A-Levels, History, Politics, Physical Education
Leeds Beckett University
Bachelor of Laws - LLB, Law
University of Gloucestershire
Senior leadership apprenticeship, Business Administration and Management, General
University of Gloucestershire
Master of Business Administration - MBA, Business Administration and Management, General
Chartered Management Institute
CMI Level 5 award, Leadership and management
ABOUT TOM W.
Senior operational and technical leader delivering large-scale regulated service operations across field delivery, asset, fleet, scheduling, and technical support functions. Currently Head of Technical Operations within the Electronic Monitoring Service (EMS), leading national enabling operations supporting high-volume field activity across England.Accountable for multi-disciplinary teams and complex operational ecosystems covering asset governance, fleet operations, scheduling and qualifications, technical analysis, and logistics support. Scope includes national vehicle fleets, high-volume field scheduling, and hundreds of thousands of asset movements annually.Proven track record in operational transformation, continuous improvement, and governance-led performance enhancement, including asset management reform, productivity initiatives, automation programmes, data quality improvement, and multi-year functional strategy development aligned to corporate objectives.Also serves as a charity trustee, providing board-level governance and strategic oversight.
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