Senior Project Manager - Repairs
Posted 2 weeks ago by itecopeople
£550 Per day
Outside
Remote
London
Summary: The role of Senior Project Manager - Repairs involves leading an end-to-end housing repairs service and systems improvement programme for a social housing client. The position requires a focus on process, operating model, and customer experience rather than technology. The successful candidate will stabilize the current repairs service, review the customer journey, and define a future-state operating model. This role emphasizes operational effectiveness and improved customer outcomes throughout the project lifecycle.
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, and 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
Key Skills:
- 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
- Experience with Plentific or other housing repairs platforms (nice to have)
- Background in repairs service redesign or customer experience improvement (nice to have)
Salary (Rate): £550/day
City: London
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: Senior
Industry: Other
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 You will join at the start of the programme to:
- 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
Services Advertised are those of an Employment Business.