Job Description:

Digital Transformation Programme Director

2-Year Fixed-Term Contract | £100,000–£110,000 | UK

Match Performance is supporting a UK organisation through the next phase of a significant digital and business transformation programme.

Following the implementation of a new technology ecosystem incorporating CRM, web and customer-facing digital platforms, the organisation has successfully stabilised its core services and customer journeys.

The next challenge is more significant.

While services are operational, stability has been achieved through a combination of workarounds, manual interventions and temporary solutions. This has created technical debt, increased operating costs and restricted the organisation's ability to scale.

We are therefore looking for an experienced Programme Director to lead the transition from stabilisation through recovery and into a sustainable, scalable and customer-centred digital environment.

This is not simply a technology implementation role.

The successful individual will lead a complex transformation in which technology is the enabler, bringing together technology, customer experience, operational processes, organisational change, suppliers and senior stakeholders.

The challenge

The Programme Director will be responsible for determining and delivering the appropriate route forward.

This could involve optimising and completing the existing technology environment, addressing underlying technical debt and operational issues, or re-evaluating elements of the technology stack and introducing alternative platforms.

You will provide strategic leadership, programme governance and delivery discipline while creating alignment across a complex senior stakeholder environment.

Key responsibilities

• Lead a complex digital recovery and transformation programme.
• Establish clear outcomes, governance, assurance and delivery discipline.
• Put customer experience at the centre of transformation decisions.
• Assess the existing technology environment and help determine the appropriate future strategy.
• Develop and oversee the remediation of technical debt, workarounds and manual processes.
• Align executive, operational, technology and external stakeholders.
• Provide clear reporting and assurance to senior leadership and Board-level stakeholders.
• Hold technology vendors and delivery partners accountable for performance and outcomes.
• Ensure effective organisational change, adoption and operational readiness.
• Define and track financial, operational and customer benefits.
• Strengthen internal digital, technology, data and programme delivery capability.
• Ensure solutions meet appropriate cyber-security, resilience and control standards.
• Ensure effective transition from programme delivery into BAU.

We're looking for someone who has

• Led large-scale, complex technology-enabled business transformation.
• Taken responsibility for a programme experiencing significant delivery, technology or operational challenges.
• Experience of recovery, turnaround, remediation or re-platforming.
• Strong experience across CRM, digital platforms, portals and integrated technology environments.
• The ability to challenge technical specialists without needing to be the programme's principal technologist.
• Strong customer-led transformation and service-design experience.
• Board and executive-level stakeholder management.

The person

This role needs more than a traditional technology Programme Director.

We're particularly interested in individuals who can operate at the intersection of:

Technology + Business Transformation + Customer Experience + Operational Change

You'll need enough technical credibility to challenge architecture, platforms, cyber, resilience and suppliers — but the ability to keep the programme focused on business and customer outcomes rather than technology for technology's sake.

Interested?

If you've successfully taken a complex transformation from:

Stabilisation → Recovery → Sustainable Delivery

we'd like to hear from you.