Program Delivery Lead

Program Delivery Lead
Based in Hertford
Permanent
Office based
40-42K per annum

General Description

I am currently recruiting for a Program Delivery Lead on behalf of one of our clients. This role is responsible for leading our Administration team to ensure the successful delivery of reactive maintenance and PPM (Planned Preventive Maintenance) programs, predominantly in the social housing sector.

The Program Delivery Lead will also serve as the primary point of contact for clients regarding contractual issues and queries.

Duties & Responsibilities

• Ensure client programs and schedules are adhered to and delivered through effective management of the Administration team.

• Attend weekly client meetings (and additional meetings as required) with the Maintenance Manager.

• Act as the main point of contact for client queries and relay Fixatex internal queries to the client as necessary (e.g., incorrect contact details).

• Directly manage the Administration Teams, following the People Manager guide to build a high-performance, accountable, and values-driven culture, and support team growth and development.

• Coordinate internally to ensure client queries are addressed by the appropriate person, owning the issue until resolved.

• Manage the complaints procedure end-to-end.

• Monitor policy adherence related to no access, resident contact, and appointment booking.

• Provide insights into the monthly Board report for the Maintenance department.

• Monitor compliance data and maintain up-to-date Power BI dashboards for accurate reporting.

• Ensure OneServe is used correctly and consistently, including all data management.

• Assist with recruitment, interviews, and staff development.

• Support business change initiatives to improve company operations.

• Adhere to company policies and procedures.

• Undertake training for continued professional development.

• Participate in staff investigations and disciplinary processes as necessary.

• Complete additional duties assigned by the Head of Department or directors.

Required Skills, Attributes & Experience

• Experience delivering structured work programs and KPIs with strong results orientation.

• Customer-focused with exceptional client relationship management skills.

• Passionate about people management and leadership, with experience managing large teams.

• Comfortable using technology and digital tools.

• Analytically minded, proficient in data analysis and reporting using tools such as Excel, Power BI, or similar platforms.

• Strong internal and external stakeholder management skills.

• Skilled communicator, both verbal and written.

• Methodical and organised, with strong attention to detail.

• Highly collaborative in approach.