Programme Director

Capita plc

Job Overview

Location

Home-Based - GBR

Job Type

Full-time

Full Job Description

📋 Description

• As the Programme Director for Capita’s Citizen Contact Transformation Programme, you will lead the end-to-end delivery of a major initiative introducing new operational, digital, and service capabilities across contact centre and back office environments, directly supporting Capita’s strategic goals in public and private sector transformation.
• You will provide full delegated authority to mobilise, plan, deliver, and close a complex, multi-workstream transformation programme, ensuring alignment with contractual, commercial, and strategic commitments while operating at pace across diverse teams and partners.
• You will establish and maintain strong governance structures aligned to Capita standards and regulatory requirements, defining success measures, tracking benefits realisation, and managing programme-level risks and issues with full ownership.
• You will own programme budgets, financial governance, and cost control, ensuring commercial decisions support contractual objectives and validating measurable value delivery through benefits realisation.
• You will build and sustain strong relationships with senior internal stakeholders, clients, and external partners, acting as the senior point of escalation and providing proactive communication on progress, risks, and outcomes to executive forums.
• You will lead and coordinate cross-functional teams across Capita and third-party partners, line-managing and developing direct reports, fostering a high-performing, collaborative delivery culture, and ensuring capability and capacity alignment across all workstreams.
• You will deliver new operational, digital, and service capabilities across contact centre and back office environments, leveraging deep contact centre experience to shape effective outcomes and support wider transformation goals, including integration into core operational teams.
• You will contribute to Capita’s mission of enabling seamless everyday interactions for clients by driving measurable improvements in service delivery, efficiency, and customer experience across UK and European markets.
• You will develop leadership expertise in large-scale transformation, gaining visibility with senior leaders and building a track record of delivering complex programmes on time, within budget, and to agreed quality standards, positioning you for future senior leadership roles.

🎯 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) 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, 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
• Career development support with opportunities to follow your chosen path across Capita’s network of experienced, innovative, and dedicated individuals 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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