At a Glance
- Tasks: Lead a major transformation programme to modernise repairs and maintenance services.
- Company: Join a forward-thinking organisation focused on digital innovation.
- Benefits: Competitive pay, flexible working, and the chance to make a real impact.
- Other info: Exciting opportunity for career growth in a dynamic environment.
- Why this job: Shape the future of customer service through cutting-edge technology and strategic leadership.
- Qualifications: Proven experience in leading large-scale transformation programmes.
The predicted salary is between 60000 - 80000 £ per year.
Outside IR35 | Up to 24-Month Engagement | National Transformation Programme
The Opportunity
Our client has approved significant investment in the Plentific platform to modernise and digitise its Repairs & Maintenance service. This is a major national transformation programme that will fundamentally reshape how repairs services are designed, managed and experienced across the organisation.
We are seeking an experienced Programme Director to lead the mobilisation, design and delivery of this complex, multi-phase transformation. Acting as an independent consultant, you will take ownership of programme outcomes, driving change across technology, operations, supply chain and customer experience. This is far more than a systems implementation. It is a large-scale business transformation that will deliver a modern, digitally enabled operating model, improve customer outcomes, strengthen compliance and create sustainable organisational capability.
The Challenge
The current Repairs & Maintenance landscape is characterised by fragmented systems, manual processes, limited visibility of performance and growing operational complexity. The implementation of Plentific will introduce a unified digital platform that enables:
- End-to-end repairs management
- Automated workflows and intelligent case management
- Integrated contractor and supply chain management
- Improved compliance and auditability
- Enhanced customer communication and self-service capabilities
- Real-time operational and performance insight
The successful candidate will lead the transition from a traditional transactional repairs model to a digitally enabled, customer-focused operating model.
Key Responsibilities
- Programme Leadership & Delivery
- Establish and lead the overall programme governance, reporting and assurance framework
- Define and mobilise the delivery model across internal and external partners
- Drive delivery against agreed outcomes, milestones and benefits
- Manage programme risks, dependencies and stakeholder expectations
- Provide clear leadership and accountability throughout the programme lifecycle
- Operating Model Transformation
- Design and implement the future-state Repairs & Maintenance operating model
- Align delivery across Direct Labour Operations (DLO), contractor networks, customer services, compliance and asset management teams
- Lead the shift to a case-managed delivery approach
- Ensure operational readiness and long-term sustainability
- Digital & Systems Integration
- Oversee implementation of the Plentific platform
- Lead integration with Salesforce and wider enterprise systems
- Ensure delivery of a robust, scalable and compliant digital ecosystem
- Drive improvements in workflow automation, reporting and performance visibility
- Supply Chain & Contractor Transformation
- Design and implement a marketplace-based contractor operating model
- Lead onboarding and integration of Tier 1 and Tier 2 contractors
- Integrate DLO operations within the future-state model
- Establish effective commercial controls and performance management frameworks
- Change Management & Adoption
- Develop and deliver the overall change and adoption strategy
- Drive behavioural and cultural change across colleagues, managers and contractors
- Build stakeholder engagement and commitment at every level of the organisation
- Ensure new ways of working are embedded and sustained
- Customer & Colleague Experience
- Deliver a seamless digital customer journey
- Improve customer communication, appointment management and self-service capabilities
- Enhance the colleague experience through simplified processes and better tools
- Drive measurable improvements in customer satisfaction and service performance
Key Deliverables
Success will be measured against the delivery of:
- Fully mobilised, governed and resourced transformation programme
- Successful phased rollout across all regions
- Defined and implemented future-state operating model
- Fully integrated Plentific, Salesforce and supporting systems landscape
- High-performing contractor marketplace operating at scale
- Improved customer satisfaction and service performance metrics
- Increased operational efficiency and cost effectiveness
- Enhanced compliance, auditability and risk management capability
- Sustainable ownership and capability beyond programme completion
About You
We are looking for a senior transformation leader with a proven track record of delivering complex, outcome-led programmes.
Experience
- Leading large-scale, multi-year transformation programmes
- Delivering technology-enabled business change at enterprise scale
- Housing, repairs and maintenance, field service or similarly complex operational environments
- Working across mixed delivery models involving in-house teams and third-party suppliers
- Programme governance, commercial management and benefits realisation
Skills & Capabilities
- Strong operating model design and implementation expertise
- Deep experience of change management and organisational adoption
- Excellent supplier, contractor and commercial management capability
- Data-driven approach with focus on measurable business outcomes
- Ability to operate independently while maintaining alignment with executive stakeholders
- Strong understanding of complex systems integration environments
Leadership Style
- Executive-level credibility and influence
- Highly accountable and outcome focused
- Able to navigate complex stakeholder environments
- Clear, pragmatic and confident communicator
- Strong pace, energy and delivery focus
- Passionate about improving customer outcomes through transformation
Critical Success Factors
- Strong governance and decision-making from day one
- Effective coordination across operational, technical and executive stakeholders
- High-quality data, reporting and performance insight
- Strong adoption across colleagues and contractors
- Delivery of measurable business benefits
- Sustainable outcomes that continue beyond programme completion
Engagement Details
Role: Programme Director - Plentific Implementation & Adoption
Contract Type: Independent Consultant
IR35 Status: Outside IR35
Duration: Up to 24 months
Location: UK-wide
Sector: Housing / Property Services / Repairs & Maintenance Transformation
This is an exceptional opportunity to lead a high-profile operational and digital transformation programme, delivering lasting change across customer experience, service performance, compliance and operational efficiency.
Programme Director - Plentific Implementation & Adoption in London employer: MMP Consultancy
As a Programme Director for the Plentific Implementation & Adoption, you will join a forward-thinking organisation committed to modernising its Repairs & Maintenance services through significant investment in digital transformation. The company fosters a collaborative work culture that prioritises employee growth and development, offering unique opportunities to lead impactful change across technology and operations while enhancing customer experiences. With a focus on sustainable outcomes and a supportive environment, this role promises not just a job, but a chance to make a meaningful difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Programme Director - Plentific Implementation & Adoption in London
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We think you need these skills to ace Programme Director - Plentific Implementation & Adoption in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In a freelance management consulting role, you’ll need to demonstrate your problem-solving skills upfront. Make sure your CV includes examples of how you've tackled complex issues in past projects or roles. Highlight any specific methodologies you’ve used, like SWOT analysis or root cause analysis, to impress MMP Consultancy.
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Personalise Your Proposal:When applying to MMP Consultancy, tailor your proposal specifically to their needs. Reference their company goals or current challenges, and outline how your skills and experiences align with what they're looking for. This shows that you're not just sending out generic applications but are genuinely interested in working with them.
Highlight Your Availability and Rates:Being freelance means flexibility is key! Be upfront about your availability for projects and what your rates are based on your expertise. MMP Consultancy will appreciate a clear understanding of your working style and how we can collaborate effectively.
How to prepare for a job interview at MMP Consultancy
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As a freelance management consultant, you'll be expected to tackle complex problems on the fly. Make sure you’re ready to flex those analytical muscles by preparing for case study questions. Tackle real-world scenarios similar to those you might face at MMP Consultancy, illustrating your thought process and giving structured responses.
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Consultants often rely on certain tools to analyse data and generate insights. Get comfortable with software like Excel for data analysis, and if possible, brush up on any specific tools mentioned in the job description that MMP Consultancy uses. This can give you an edge during technical discussions.
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Freelancing is not just about numbers; it’s also about relationships. Be prepared to discuss your past experiences with clients, particularly how you manage their expectations and deliver results. These examples will highlight your capability to navigate client consultations effectively and reinforce your suitability for the role with MMP Consultancy.
