This role is central to ensuring consistency, control and confidence across a complex portfolio of projects and programmes delivering transformation across contact centre and back office operations.
You’ll work closely with programme leadership, delivery teams and senior stakeholders to shape and embed robust governance, planning, reporting and assurance practices—enabling effective decision-making and successful delivery at pace across a high-profile transformation agenda.
You’ll ensure coherence, consistency and control across projects and programmes throughout their lifecycle by embedding standard ways of working, governance, planning and reporting aligned to Capita standards.
You’ll provide critical delivery assurance, enabling programme leaders and stakeholders to have clear oversight of progress, risks, dependencies, resources, budgets and benefits.
Job title:
PMO ManagerJob Description:
What You’ll Be Doing:
PMO & Delivery Management
Establish and lead the PMO function supporting the Citizen Contact Transformation Programme.
Design, set up, run and close Project and Programme Offices in stable and controlled business contexts.
Define and embed PMO standards, templates, tools and ways of working aligned to Capita frameworks.
Apply and tailor programme and project management methodologies to suit delivery needs, including fast-tracking where required.
Lead PMO services across core P3O areas including governance, reporting, information management and quality management.
Governance & Assurance
Provide oversight and assurance across programme and project delivery, ensuring consistency and control.
Enable effective governance, reporting and decision-making across complex delivery environments.
Advise on and implement appropriate governance arrangements, roles, responsibilities and reporting structures.
Support delivery assurance activities, providing insight into scope, priorities, risks and strategic alignment.
Ensure adherence to standards and recommend corrective actions where required.
Planning, Scheduling & Dependencies
Create and maintain integrated plans across projects, programmes and portfolios.
Support effective monitoring, control and dependency management across complex delivery environments.
Advise on planning approaches and best practice.
Risk, Issue & Change Control
Establish and manage risk and issue management processes, including escalation and reporting.
Oversee change control, ensuring quality impact assessments and effective implementation.
Monitor the effectiveness of change and apply mitigation where required.
Resource, Budget & Benefits Management
Support resource planning by assessing supply, demand, capacity and utilisation.
Manage budget and benefits management practices across large and complex programmes.
Provide insight and analysis to support informed business and delivery decisions.
Data, Reporting & Insight
Process and analyse programme and portfolio data to produce accurate, meaningful management information.
Deliver clear, consistent reporting to senior stakeholders and governance forums.
Support programme leadership with accurate, timely insight across delivery, risk, resource and financial performance.
What we're looking for:
Essential Experience
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.
What Success Looks Like:
A high-performing PMO is established, providing consistent governance, insight and control.
Programme and project delivery is coherent, well-planned and effectively governed.
Risks, issues, dependencies and changes are identified early and actively managed.
Senior stakeholders have confidence in the accuracy and quality of reporting and assurance.
The Citizen Contact Transformation Programme is supported by strong PMO discipline throughout delivery.
Why Join Us?
This is an opportunity to directly influence a major transformation shaping the future of Capita’s contact centre and back office operations. You’ll help bring to life a new, AI-enabled, data-driven service model that improves customer experience and operational efficiency—while gaining exposure to complex, high-profile change initiatives.
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:
PermanentTop Skills
Capita London, England Office
65 Gresham Street, , England , London, United Kingdom, EC2V 7NQ
