Job Details
Senior Programme Manager – Contact Centre & Smart
Job Description
Job Title: Senior Programme Manager – Contact Centre & SMART
Directorate / Service
Customer & Resident Services (or relevant directorate)
Role Purpose
The Senior Programme Manager will play a pivotal role in leading and delivering complex transformation programmes across the Council’s main Contact Centre and the Southwark Monitoring and Alarm Response Service (SMART). The postholder will act as a trusted advisor to senior officers, councillors, and key stakeholders, providing clarity, assurance, and leadership through periods of significant organisational change.
The role is focused on ensuring that residents remain at the heart of decision-making, while supporting staff, maintaining operational performance, and delivering sustainable service improvements.
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Key Responsibilities
1. Supporting the SMART Reorganisation Programme
• Lead and coordinate the workforce and change management response to the reorganisation of the Southwark Monitoring and Alarm Response Service (SMART).
• Support staff through periods of transition, ensuring effective communication, engagement, and consultation.
• Work closely with trade unions, HR, and senior leaders to manage workforce change in line with council policies.
• Contribute to the design and implementation of a modern, responsive, and resident-focused monitoring and alarm response service.
2. Supporting the Implementation of the Resident Experience Plan
• Work collaboratively with the Transformation & Digital Service and the Improvement and Development team to deliver improvements aligned to the Council’s Resident Experience Plan.
• Identify opportunities to streamline processes, reduce duplication, and improve customer journeys across contact and digital channels.
• Translate strategic objectives into practical operational improvements that enhance the resident experience.
3. Supporting Operational Management
• Provide expert advice and support to operational managers within the Contact Centre during periods of change.
• Embed best practice in service delivery, performance management, and continuous improvement.
• Support managers to balance transformation activity with the need to maintain safe, effective, and high-performing day-to-day services.
4. Supporting the Department’s Redesigning Business Resources Programme
• Contribute to the delivery of the Department’s wider transformation and redesign agenda.
• Support projects aimed at improving resource management, efficiency, and service outcomes across the council.
• Ensure alignment between service-level change programmes and broader departmental and corporate priorities.
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Stakeholder Management
• Build and maintain strong working relationships with senior officers, councillors, trade unions, and internal partners.
• Act as a credible and trusted advisor, providing clear, evidence-based advice on complex and sensitive issues.
• Ensure effective governance, reporting, and escalation of programme risks and issues.
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Skills, Knowledge and Experience
Essential:
• Significant experience of leading and delivering complex change or transformation programmes in a large organisation.
• Experience of working within, or closely with, a contact centre, customer services, or resident services environment.
• Strong understanding of operational service delivery and performance management.
• Experience of workforce change, including consultation and engagement with staff and trade unions.
• Proven ability to work with senior stakeholders and navigate complex organisational and political environments.
Desirable:
• Experience working in local government or the wider public sector.
• Knowledge of service redesign, operating model change, or digital transformation.
• Familiarity with resident or customer experience improvement methodologies.
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Personal Attributes
• Strong leadership and influencing skills.
• Calm, resilient, and confident in managing ambiguity and change.
• Excellent communication skills, with the ability to explain complex issues clearly.
• Resident-focused, pragmatic, and outcomes-driven.
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What We Offer
This is a dynamic and varied role offering the opportunity to work across multiple high-profile programmes and make a tangible impact on the future of council services and the experience of residents.
