Ray Lambe

Ray Lambe is an accomplished Programme and Operational Director with an MBA qualification and over 20 years of experience at Serco, specializing in complex multi-partner shared services, BPO, technology operations, and major change programs.

His expertise includes managing operations with annual budgets exceeding £25 million and leading teams of over 200 individuals. He has executed multi-stakeholder change initiatives focusing on new technology adoption, customer experience enhancement, efficiency improvements, and cultural integration involving budgets of around £15 million and teams of 2300+ members.

Ray has a strong background in outsourcing, having navigated TUPE transfers and overseen outsourcing arrangements and teams for various clients. He excels in senior-level client and stakeholder management, with experience dealing with Public Sector figures at the DG level and Private Sector executives like CEOs and CFOs.

With responsibilities encompassing full contractual oversight, KPI management, and P&L accountability for approximately £50 million annually, Ray has proven his ability to deliver customer-focused operations. He has designed and implemented Voice of the Customer programs to align operations with customer needs and elevate the overall customer experience.

Beyond operational excellence, Ray is skilled in developing client relationships and driving business growth. He has successfully expanded businesses by millions of pounds per annum through project identification, approval, and implementation for mutual benefit.

Educationally, Ray completed his MBA at Kingston University in 2003, following his achievement of a first-class BSc degree in Physics with Astrophysics from Royal Holloway, University of London.

In terms of his career history, Ray has held prominent roles including Chief Operating Officer and Director of Programme Delivery at Digital Catapult, Director at RPL Programme Services, and various positions at Serco, such as Programme Director, Contract Director for Businesslink Digital Service, Head of Operations, and Scientific Officer at the National Physical Laboratory under Serco's banner.