PMO Manager

Capita plc

Job Overview

Location

Home-Based - GBR

Job Type

Full-time

Full Job Description

📋 Description

• The PMO Manager will establish and lead a high-performing Programme Management Office to support Capita’s Citizen Contact Transformation Programme, ensuring consistency, control, and confidence across a complex portfolio of projects delivering transformation in contact centre and back office operations.
• This role is central to enabling effective decision-making and successful delivery at pace by embedding robust governance, planning, reporting, and assurance practices aligned to Capita standards.
• The person will design, set up, run, and close Project and Programme Offices in stable and controlled business contexts, defining and embedding PMO standards, templates, tools, and ways of working tailored to delivery needs.
• They will lead PMO services across core P3O areas including governance, reporting, information management, and quality management, applying and tailoring programme and project management methodologies as required, including fast-tracking where necessary.
• The PMO Manager will provide oversight and assurance across programme and project delivery, advising on and implementing appropriate governance arrangements, roles, responsibilities, and reporting structures to ensure adherence to standards and recommend corrective actions where required.
• They will create and maintain integrated plans across projects, programmes, and portfolios, supporting effective monitoring, control, and dependency management across complex delivery environments.
• The role includes establishing and managing risk and issue management processes, overseeing change control with quality impact assessments, and monitoring the effectiveness of change while applying mitigation where required.
• They will support resource planning by assessing supply, demand, capacity, and utilisation, manage budget and benefits management practices, and provide insight and analysis to support informed business and delivery decisions.
• The PMO Manager will process and analyse programme and portfolio data to produce accurate, meaningful management information, delivering clear, consistent reporting to senior stakeholders and governance forums.
• They will support programme leadership with accurate, timely insight across delivery, risk, resource, and financial performance, enabling senior stakeholders to have clear oversight of progress, risks, dependencies, resources, budgets, and benefits.
• The role involves working closely with programme leadership, delivery teams, and senior stakeholders to shape and embed robust governance and assurance practices that enable successful delivery of a high-profile transformation agenda.
• The person will ensure coherence, consistency, and control across projects and programmes throughout their lifecycle by embedding standard ways of working aligned to Capita frameworks.
• They will contribute to the establishment of a high-performing PMO that provides consistent governance, insight, and control, ensuring programme and project delivery is coherent, well-planned, and effectively governed.
• The PMO Manager will help identify and actively manage risks, issues, dependencies, and changes early, building senior stakeholder confidence in the accuracy and quality of reporting and assurance.
• They will support the Citizen Contact Transformation Programme by ensuring strong PMO discipline throughout delivery, directly influencing a major transformation shaping the future of Capita’s contact centre and back office operations.
• The role offers exposure to complex, high-profile change initiatives, including an AI-enabled, data-driven service model aimed at improving customer experience and operational efficiency.
• Capita is an outsourcer helping clients across public and private sectors run complex business processes more efficiently, operating across 8 countries with 41,000 colleagues supporting primarily UK and European clients.
• The company is a publicly listed business with adjusted revenue of £2.6bn, focusing on Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres, and Pensions Solutions.
• Capita embraces change to respond to society’s evolving needs, creating better outcomes for stakeholders through people-based services underpinned by market-leading technology.

🎯 Requirements

• Significant experience in PMO leadership roles supporting large-scale, complex programmes.
• Proven experience establishing and improving PMO processes, governance, and controls.
• Strong understanding of programme and project management methodologies and P3O services.
• Experience managing budgets, resources, risks, and dependencies in multi-project environments.
• Excellent analytical, problem-solving, and data analysis skills.
• Strong communication and stakeholder management capability.

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office to volunteer for charity partners or a cause of your choice.
• Auto-enrolment to company pension, life assurance, cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, and two weeks’ paternity pay.
• Voluntary benefits including discounts on retail and socialising, health & wellbeing, travel, and technology.
• Access to Employee Network Groups representing every strand of diversity for connection and learning on an open, inclusive platform.
• Opportunity to follow your chosen career path anywhere in Capita, with support to learn new skills and develop across multiple disciplines and sectors.

Skills & Technologies

Onsite

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Capita plc

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About Capita plc

Capita plc is a UK-based business process outsourcing and professional services company. It provides customer management, administration, and consulting services to central and local government, defence, education, transport, and private-sector clients. Capita operates in technology, people, and business process solutions, handling functions such as customer service, HR, finance, and digital transformation. The company manages large-scale contracts, including health assessments, learning services, and emergency response systems. Founded in 1984 and headquartered in London, Capita employs tens of thousands across the UK and internationally, delivering managed services and technology-enabled solutions to improve operational efficiency and public service outcomes.

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