Programme Director

We are seeking a Programme Director to lead the end-to-end delivery of Capita’s Citizen Contact Transformation Programme—a major initiative introducing new operational, digital, and service capabilities across contact centre and back office environments. This is a high-profile, business-critical role with full delegated authority, responsible for setting up and delivering complex transformation programmes at pace, across multiple workstreams, and in close partnership with senior leaders, clients, and external partners.Job title:Programme DirectorJob Description:What You’ll Be Doing:As the Programme Director for Capita’s Citizen Contact Transformation Programme, you will lead the full end‑to‑end delivery of a complex, multi‑workstream transformation spanning contact centre and back office environments. Your combined responsibilities include:Programme Leadership & DeliveryLead the mobilisation, planning, delivery and closure of the Citizen Contact Transformation Programme from end to endDevelop, 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.Governance, Risk & Quality ManagementEstablish 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.Financial & Commercial AccountabilityOwn 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.Stakeholder & Client EngagementBuild 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.Team, Resource & Capability LeadershipLead 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.Transformation & Operational EnablementDeliver 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.What we're looking for:(Essential):Significant experience in a Programme Director or senior programme leadership role, delivering large-scale, complex transformation programmes.Proven contact centre and back office transformation experienceStrong 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.What Success Looks Like:Transformation programmes delivered on time, within budget, and to agreed quality standards.Measurable benefits realised in line with contractual and strategic commitments.Strong governance, risk management, and financial control consistently evidenced.Senior stakeholders and clients have confidence in delivery, communication, and leadership.Programme teams are engaged, aligned, and performing effectively across all workstreams.Why Join Us?This is a rare opportunity to lead a major transformation programme at Capita, shaping the future of contact centre and back office operations.You’ll work with senior leaders, drive measurable outcomes, and deliver lasting impact for our clients and customers.About Capita: Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we ex