Management & Structure
Our business model is far from conventional: Serco has more than 700 contracts, each managed like a business in its own right. This encourages a customer-centred, entrepreneurial management style. The challenge is to foster this responsiveness and initiative at contract level while ensuring effective governance and controls from the centre. Our solution is a unique combination of structure and management system. We have a relatively flat hierarchy in which decisions are made as closely as possible to the point of delivery; while the Serco Management System ensures accountability, providing effective but unobtrusive controls.