Senior Communications Manager (m/w/d)

Serco is an international provider of services to governments and public organisations, operating across sectors where delivery, public confidence and reputation matter. In Europe, Serco works through both established Serco operations and specialist local businesses, combining international capability with a strong understanding of national requirements and operating environments.

European Homecare (EHC) in Germany and ORS in Switzerland are part of Serco and provide immigration and social care services in their respective markets. Each business has its own history, identity, workforce and stakeholder environment. Communications must therefore be locally relevant and sensitive to the nature of the services delivered, while supporting closer alignment with Serco’s standards, values, channels and wider European direction.

The European Communications team supports operations across 10 countries, four sectors and five languages. It provides strategic advice, shared standards and specialist support across internal communications, media relations, issues and crisis communications, digital content and reputation. This role is the senior local communications lead for EHC in Germany and leads internal communications for ORS in Switzerland, while working as an integral member of the European Communications team.

The postholder will have the autonomy to shape and deliver communications locally, working closely with local leaders and drawing on the expertise and support of the European Communications team. The role calls for sound judgement, curiosity and a practical approach to strengthening employee understanding, engagement and reputation as EHC and ORS continue their journey within Serco.

Key purpose

• •Lead communications for EHC in Germany across internal and external channels, ensuring communications are accurate, relevant and appropriate for a sensitive public-service environment.
• •Own internal communications for ORS in Switzerland, helping leaders keep employees informed, engaged and connected to local priorities and Serco’s wider direction.
• •Act as a trusted communications adviser to the EHC and ORS leadership teams, providing clear, practical and well-judged counsel, including in complex, sensitive or fast-moving situations.
• •Build strong networks across the local businesses and Serco Europe, connecting people, expertise and information so communications are coordinated and effective.
• •Support the continued integration of EHC and ORS within Serco, respecting their local identities while embedding Serco’s communications standards, governance, channels and values.

Structure and reporting relationship

The role reports to the Customer Relations (CR) & Operations Director Switzerland. The postholder is also a core member of the European Communications team and works closely with the Director of Communications, Marketing and Public Affairs Europe and European Communications colleagues on priorities, standards, governance and delivery. The role operates with a high degree of independence and works closely with EHC leadership in Germany and ORS leadership in Switzerland.

Internal Communications

• •Own and deliver the internal communications plans for EHC in Germany and ORS in Switzerland, including print and digital newsletters, leadership updates, employee announcements, change communications and internal campaigns, working closely with local leaders and the European Communications team.
• •Draft and distribute newsletters; act as an internal correspondent to identify and write impactful stories.
• •Lead employee engagement initiatives aligned with Serco’s values and business priorities.
• •Develop and maintain content for internal platforms.

External Communications

• •Lead day-to-day media relations in Germany and preferably Switzerland, including media monitoring, handling enquiries, preparing spokespeople and coordinating responses with European Communications colleagues when required.
• •Lead local issues management and crisis communications preparedness, providing calm, practical and well-judged advice to leaders in sensitive or difficult situations.
• •Produce clear written and visual content for external channels, including social media, in line with European Communications standards and priorities.
• •Manage the German-speaking website of Immigration Europe and related external digital content for Germany and Switzerland, in line with European Communications standards and approvals.

Integration Communications

• •Contribute to integration plans following recent acquisitions, ensuring employees and stakeholders are informed and engaged.
• •Apply strong change communications judgement, identifying how different audiences may respond to change and adapting messages, channels and engagement approaches to their needs and sensitivities.

Social Media & Content Creation

Collaborate with the European communications team to source, create, and promote content that showcases services, people, and impact.

Stakeholder Engagement

• •Build and sustain trusted relationships across operations, HR, corporate functions and leadership teams, creating effective networks within EHC in Germany, ORS in Switzerland and the wider European business.
• •Represent the European Communications function locally. Act as a trusted communications adviser to EHC leaders in Germany across the full communications remit and to ORS leaders in Switzerland on internal communications, constructively challenging proposed approaches where reputational, employee or stakeholder considerations require it.
• •For German-speaking market, develop and maintain strong working relationships with relevant media, partners, public authorities and other external stakeholders, supported by accurate and well-maintained contact information and external specialist partners.

Essential technical and professional skills, knowledge, and qualifications

• •Bachelor’s degree in Communications, Journalism, Public Relations or a related field, or equivalent professional experience.
• •At least seven years’ relevant communications experience, including substantial responsibility for advising senior leaders, managing communications independently and delivering through influence in a complex, matrixed organisation.
• •Proven experience across internal communications, external communications, media relations, change communications and employee engagement.
• •Strong change management and change communications acumen, with the ability to understand audience sensitivities, anticipate resistance and translate complex change into clear, relevant communications.
• •Excellent planning and organisational skills, with the ability to prioritise competing demands across two businesses and maintain consistent delivery.
• •Demonstrable experience of working with journalists, handling media enquiries and advising spokespeople, with the judgement to manage sensitive or high-pressure situations.
• •Strong digital communications capability, including confident use of Microsoft 365, SharePoint and content management tools.
• •Ability to brief and manage specialist creative support when needed, ensuring outputs meet communications objectives and brand standards.
• •Able to navigate a large, matrixed company while remaining pragmatic, visible and hands-on within smaller subsidiaries. Comfortable balancing accountability to a local operational leader with active membership of a European functional team, adapting style without compromising communications standards.
• •Sound understanding of, or experience in, public services, immigration, social care, government or another sensitive, regulated operating environment.

Additional / special features of the role

• •Highly self-sufficient and dependable, with the judgement to set priorities, make sound decisions, escalate appropriately and maintain delivery without close supervision.
• •Credible, politically aware and collaborative, with the interpersonal confidence to build networks, sustain truste