Programme Director - Plentific Implementation & Adoption

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 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.

• 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

• 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

• 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

• 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

• 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

• 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

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

We are looking for a senior transformation leader with a proven track record of delivering complex, outcome-led programmes.

• 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

• 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

• 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

• 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

• 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.