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 & Delivery
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.
Governance, Risk & Quality Management
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.
Financial & Commercial Accountability
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.
Stakeholder & Client Engagement
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.
Team, Resource & Capability Leadership
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.
Transformation & Operational Enablement
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.
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 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.
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 expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders
What’s in it for you?
23 days’ holiday (rising to 27) with the opportunity to buy extra leave
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. Our purpose is to create a better outcome for you.
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
Equal Opportunities:
At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss.
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]
We’re truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds.
Location:
Home-Based - GBR,
United KingdomTime Type:
Full timeContract Type:
Permanent
What We Do
Capita is a leading provider of business process services, driven by data, technology and people. We are a purpose-led, responsible organisation¬. Every day our 50,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa. Capita is quoted on the London Stock Exchange (CPI.L). Further information can be found at: http://www.capita.com
