Keith White

Keith White

A highly experienced, commercially astute business leader with a wealth of high end professional expertise and technical knowledge, an individual with strong leadership and consensus building skills with expert man management abilities, and a proven track record of delivering results during every stage of the business life-cycle.   



P&L Management

Over 5 years experience of P&L Management, delivering business and revenue growth whilst hitting challenging EBIT targets. Succeeded in turning around loss making service lines, and securing above target EBIT.

Business Development and Sales Leadership

Over 15 years experience of sales, business development, and sales leadership in professional services and outsourcing. Leading major bids, developing compelling customer value propositions, securing significant new names client and account growth. Leadership, coaching and development of sales teams hitting sales targets.

New Service/Offering Development

Entrepreneurial expertise developed over 12 years of successfully developing new services and service offerings, creating value propositions and go to market strategies, and building successful teams.

Outsourcing & Shared Services Strategy and Thought Leadership

Recognised Thought Leader on Shared Services and Outsourcing; Regular speaker at conferences on behalf of Serco Global Services. Thought leadership published by the British Computer Society, Shared Services and outsourcing Network, Professional Outsourcing Magazine, and the Financial Times and The Guardian covering topics ranging from Next Generation BPO, Shared Services Effectiveness, and Public Services Transformation to IT enabled supply chain transformation, IT Cost Reduction, and Green IT.

Operational Leadership and Performance Improvement

Successful track record in delivering operational leadership and operational performance improvements and transformation. Deep expertise in operational solution development, improvement plan development and solution delivery. Led operational improvements which have achieved significant cost savings, operational efficiencies, and capacity gains across multiple service towers in front, middle, and back office shared and managed services, and outsourcing operations in both public and private sector.

Stakeholder & Change Management

Significant experience built up over 20 years of leading change and communications, and successfully navigating complex and sensitive stakeholder environments, developing communications strategies, and managing external and internal stakeholders. Successful track record of developing and maintaining role of trusted advisor at c-suite and operational leadership level whilst being able to communicate change effectively at all levels.

People Management & Development

Core strength in building and leading effective teams to deliver results and an interactive style of leadership ensuring everyone in the team engages with the goal and understands how they can contribute and take ownership of the results recognised and valued by clients and team members demonstrated by positive 360 degree feedback and successful succession planning and staff development and performance management.

Programme Director/Programme Manager

Over 20 years of project and programme management experience. PMI Certified Project and Programme Manager, former member of the IBM World Wide Centre of Excellence for Programme and Project Management; experience of delivering multi-million pound programmes to time, budget and quality, whilst ensuring strong stakeholder relationships and effectively managing risks and issues.

Work History

Work History

Managing Director

Jan 2015 - May 2015
ExamWorks UK - A provider of assessment solutions for the NHS and clinical solutions for private organisations

Responsible for developing the organisations commercial presence in the health and wider public sector and developing the operational and sales pipeline. Acting as an ambassador to enable clients to develop and enhance their business models, developing and implementing smarter operating systems to reduce costs and maximise profits. Delivering hands on approach to driving critical and strategic business changes through structured planning.

Key activities:

Full P&L and strategic leadership of new Healthcare Division in the UK(£ 30m revenue); Implemented operational and strategic changes which turned NHS contract business from loss making to profit making in three months now forecast exceed 2015 Revenue and EBIT targets;

Implemented new business development processes improving bid management and strategic account management, successfully developing relationships with two CSUs resulting in agreements to be strategic partners under the NHS LPF;

Reviewed and improved service(including contact centre operations) and customer take-on processes reducing time to implement new customers in to the CHC Assessment service by 50%.

Developed detailed transition plans(including TUPE) for new service implementations NHS clients Implemented new internal governance and controls and secured IG Toolkit V12 level 3 compliance

Service Line Director

Jul 2011 - Jan 2015
Serco Global Services - A leading provider of managed and Business Process Outsourcing services to public and private sector organisations

Responsible as Service Line Director with full P&L responsibility for the Service Solutions Delivery consulting business.

Head of Solutions and member of Business Development Management Team for UK, Europe and Africa Private Sector BPO, leading solutions strategy for all BPO pursuits (ranging from £1m ACV to £25m ACV deals).

Deputy to Sales Director UK, Europe and Africa – Serco Global Services Private Sector.

Key Activities:

Established new sales management and account management processes and increasing account development and renewal success. Leading BPO pipeline management, qualification and pursuit strategy. Driving matrix management of sales team to meet in year sales target of £40m ACV in 2014;

Developed new Sales Solution process & standards and qualification & pipeline management process;

Led weekly pipeline and qualification reviews, verifying and agreeing business growth and pursuit strategies and plans.

Responsible for key account reviews across all major UK and Europe Accounts, identifying in account growth opportunities, developing and leading sales plans for major opportunities.

Defined and implemented solutions methodology for outsourcing solution definition, transformation programmes and bid work covering both technology and business solutions (covering ICT infrastructure, applications, business and organisational architecture);

Solution Design Authority and Programme Lead for Private Sector Contact Centre and Shared Service Consulting:

  • Programme Lead and Design Authority for a transformation programme for the split site (onshore and off shore – India, Poland, and UK) Contact Centre operations for a European Airline improving capacity and efficiency by c.30%;
  • Shared Service Programme Director and Design Authority for the Shared Service Transformation Programme for Serco UK & Europe (covering HR, Finance, Procurement, and IT) – creating a global business services model, increasing capacity, efficiency and customer satisfaction, reducing duplication between Corporate Services and in account support activities;
  • Design Authority for the Customer Service and Contract Centre transformation programme for a major consumer electronics brand improving efficiency and reducing operating cost by 20%;
  • Design Authority for a Customer Contact service enhancement for a major Train Operating Company;
  • Design Authority for a customer service and business process support shared service model for a major insurance group;

Providing subject matter expertise and leadership to a range of transformation programmes, transitions, and Serco BPO bid propositions:

  • SME leadership for a multi-channel access and customer service transformation programme for a UK Unitary Council;
  • Transition and transformation SME for the design and delivery of a new adult care services access model comprising a leading edge eMarketplace; outsourced contact centre and new commissioning model for a leading county council;
  • Shared & Managed Service operational transformation for a leading UK County Council;
  • HR; Finance; and procurement shared service design and transition planning for three London councils;
  • Service transformation delivery for a UK county council shared service desks covering HR; Finance and ICT;

Director - Technology and Shared Services Group

Apr 2010 - Jun 2011
Oakleigh Consulting - A specialist in offering consulting services and change management to the public and private sectors 

Responsibility for leading the Technology and Shared Services Group with business development and P&L.

Key activities:

Successfully led the sale and delivery of a feasibility and options strategy for establishing shared and/or managed services, and associated transformation programme for all universities in Wales. Considering local, regional and ‘all Wales’ models of service delivery. Services reviewed included: Financial Transactions (AP, AR, Procurement and international Payments) and Payroll; Catering; Cleaning; Building Maintenance; Careers; Student and Staff Health;

Led the sale and delivery of a feasibility and options review for Yale College and Glyndwr. Examined options for the establishment of shared services for a wide range of back office and support services. Services reviewed included: ICT; HR ; Finance; Procurement; Marketing; Estates; Work Based Learning; Commercial Services; Enquiries, Admissions and Enrolment; Central administration and support functions.

Interim Director of Transformation

Sep 2009 - Dec 2009
UKPLC - An AIM listed Technology organisation providing eCommerce and eProcurement Software as a Service SaaS solutions

Interim role reporting at board level to deliver a transformation project developing the required processes and approach to achieve a more strategic relationships with@ UK's key clients and establish methods to help customers to achieve greater benefits from eProcurement and the embedding of ePayments.

Further accountability for developing new account management and service management standards to improve service performance and client satisfaction.

Managing Consultant

Nov 2004 - Sep 2009
PA Consulting - A leading consultancy specialising in management consulting, technology and innovation

Responsibility for delivering strong key account management and business development performance with average total sales value(of management consulting) of c.£ 2m per year, developed Independent Healthcare business to£ 1m in 1 year.

A member of the Local Government and Health Go To Market Leadership team, and key member of the Shared Services and Contact Centre Services‘ Big Bet' proposition team leading sale and delivery of consulting engagements with a focus on BPO, Shared Services and Contact Centre operations.

Key activities:

Led thought leadership development on Procurement Shared Services, IT Cost Reduction, IT for Supply Chain performance improvement and Green IT. Published in FT and by BCS(in BCS's 2020 publication); was PA's UK Lead on Green IT;

As Operations Director defined and managed the implementation and transition delivery of all aspects of the Zanzibar eMarketplace managed service of the Office of Government Commerce; Managed on-shore and off-shore providers and consortium partners; Led P2P process reviews for early adopter organisations, and the implementation of support/helpdesk and contact centre operations;

As Subject Matter expert for a Support Services Outsourcing and Shared Services strategy for a UK District Council identified over £750,000 of savings from efficiencies, outsourcing and retained organisation restructuring to a new operating model (covering outsourcing arrangements for IT, Contact Centre & Customer Services, Revenues & Benefits, Estates & Commercial Property);

Led sale and delivery of a programme to design and implement Multi-Towered Shared Services transformation programme (Supply Chain & Procurement, Finance, HR) for the UK’s largest private health group delivering £2.5m in supply chain and inventory management efficiency savings through a transformed operational design.

Managing Consultant

Aug 2003 - Oct 2004

An outsourcing supplier of combined IT and business process management services for customers in the commercial and public sectors) 

Deputy to Head of Public Sector consulting, responsibility for client relationship management, consulting practice development and leading solution development for major public sector outsourcing deals.

Key activities:

Outsourcing services solution lead for the Bradford MDC strategic partnership (10 year partnership, overall value circa £150m); Managed overall outsourcing solution from pre-sales, through preferred bidder stage including transition and implementation planning; Led the definition of the service transformation strategy and governance, and cost savings; Led Outline Business Case work for transformation of Revenues and Benefits & Contact Centre services and the implementation of mobile and flexible working in order to identify project propositions to bridge overall funding gap.


Jun 2000 - Aug 2003
IBM Business Consulting Services

IBM offers a wide range of business IT consultancy services that keep business moving in the right direction backed by global expertise and experience

Responsibility for delivery of expert IT enabled business change consulting, managing and developing client relationships, leading engagement teams.

Responsibility for leading an ICT Managed Service transformation initiative, establishing a portfolio of service improvement projects, for an outsourcing contract for a major wholesaler and distribution company; built operational relationships at the top level within the client and through improving customer satisfaction was requested by the client to act as deputy Delivery Executive;

Led the set-up and development of a joint eSolutions Centre(for B2B eCommerce) with Shell Oil Products. Developed and implemented resourcing and quality management methods; established design authority and the project & resource management office(4 work streams; c. 40 staff)

Defined an online knowledge management and collaboration solution for NHS24 contact centre operations.



B.A Studies in the Humanities

1982 - 1985
Hatfield Polytechnic

Major: Linquistics  Minor: Computer Science

BEC National Diploma (Business Studies)

1980 - 1982
North Cheshire College

Professional Certifications and Memberships

MIoD                                       Member of the Institute of Directors

FBCS                                        Fellow of the British Computer Society

PMI/PMP                                 Project & Programme Management Certification