Senior Project Manager - Repairs

Contract Senior Project Manager – Housing Repairs (End-to-End Service Delivery)

We are working with a social housing/housing association client seeking an experienced Senior Project Manager (Repairs) to lead an end-to-end repairs service and systems improvement programme. This role requires a repairs-focused Project Manager with a strong understanding of the housing repairs journey from first customer contact through to job completion and aftercare. While a system will be implemented (e.g. Plentific or similar), technology is not the primary driver – this role is about process, operating model, customer experience and structured change delivery.

The Role

• Stabilise the current repairs service and system
• Review the end-to-end repairs journey
• Define the future-state operating model
• Build and manage a clear, deliverable plan of change

This is a service-to-delivery Senior Project Manager role, focused on improving both operational effectiveness and customer outcomes.

Key Responsibilities

• Lead an end-to-end housing repairs service improvement and system implementation project
• Review and redesign the repairs customer journey, from request logging through to completion and follow‑up
• Define the Repairs Operating Model, including:
  • Clear roles and responsibilities
  • Colleague processes and ways of working
  • Customer touchpoints and engagement
  • Supplier and contractor integration
• Manage stakeholder engagement across housing operations, repairs teams, customer services, IT and third‑party suppliers
• Oversee data flows and data exchange across the repairs lifecycle
• Manage dependencies, risks and issues across people, process and suppliers
• Own project governance, planning, RAID management and delivery reporting
• Ensure customer experience remains central throughout the programme

Essential Experience

• Extensive experience as a Project Manager within social housing / housing associations
• Deep understanding of the end‑to‑end housing repairs process
• Proven delivery of repairs transformation and/or repairs system projects
• Experience stabilising underperforming services and defining future‑state models
• Strong stakeholder management across operational, technical and supplier environments
• Excellent end‑to‑end project management capability

Nice To Have (but Not Essential)

• Experience with Plentific or other housing repairs platforms
• Background in repairs service redesign or customer experience improvement

Contract Details

• Contract: 3 months initial (high likelihood of extension)
• Start: ASAP
• Location: Mostly remote, with occasional travel to London or the North of England
• Rate: c. £500‑£550 per day, outside IR35 (dependent on experience)

To progress matters please send your CV to Laura Ramm.