Programme Director

Role Overview

• Lead the mobilisation, planning, delivery and closure of the Citizen Contact Transformation Programme from end to end
• Develop, own and maintain the integrated programme plan, ensuring clear dependencies, timelines, milestones and change control.
• Apply appropriate delivery methodologies and ensure smooth transitions through programme gates.
• Ensure the programme operates at pace, across multiple workstreams, and in alignment with contractual, commercial and strategic commitments.
• Establish and operate strong governance structures aligned to Capita standards and regulatory requirements.
• Define, track and report on programme success measures, outcomes and benefits realisation.
• Identify, manage and mitigate programme‑level risks and issues, maintaining full ownership of programme risk.
• Ensure delivery quality across all workstreams, supporting effective decision‑making and escalation management.
• Own programme budgets, financial governance and cost control.
• Ensure commercial decisions are aligned to contractual and business objectives.
• Track and validate benefits realisation, ensuring measurable value is delivered.
• Build and maintain strong relationships with senior internal stakeholders, clients and external partners.
• Provide clear, proactive communication on progress, risks and outcomes to senior leadership and executive forums.
• Act as the senior point of escalation for programme decisions, ensuring issues are resolved quickly and transparently.
• Lead and coordinate cross‑functional teams across Capita and third‑party partners, ensuring capability, capacity and delivery alignment.
• Line‑manage and develop direct reports, including succession planning and capability uplift.
• Provide visible leadership across all workstreams, fostering a high‑performing, collaborative delivery culture.
• Deliver new operational, digital and service capabilities across contact centre and back office environments.
• Ensure the programme supports wider transformation goals, including integration into core operational teams.
• Leverage deep contact centre experience (a critical requirement highlighted by the hiring manager) to shape effective delivery outcomes.

Requirements

• Significant experience in a Programme Director or senior programme leadership role, delivering large-scale, complex transformation programmes.
• Proven contact centre and back office transformation experience
• Strong track record of leading cross-functional teams and third-party partners.
• Demonstrable experience managing large budgets and delivering against commercial and contractual commitments.
• Strong governance, risk management, and decision-making capability.
• Excellent stakeholder management, communication, and presentation skills, with confidence engaging senior leaders and clients.

Benefits

• 23 days’ holiday (rising to 27)
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You’ll get the chance to follow your chosen career path anywhere in Capita.
• You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors.
• There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.