Programme Director - Plentific Implementation & Adoption

Programme Director - Plentific Implementation & Adoption

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
Only candidates based in UK and eligible to work in UK are allowed