Programme Management Office Lead

Hiring Manager – Peter Crebbin.

Career Level – D Grade

Location – Any UK Hub Location

Closing Date – 22/10/2025

About the role –

As the Delivery Lead PMO , you sit within the Business UK – Service function, part of the Design and Delivery organisation, reporting into the Senior Manager, Customer Delivery and PMO leader..

You’re already operating at, or have experience in, a D-level role, demonstrating leadership and delivery excellence across complex programmes.

In this role, you directly support the end-to-end delivery of high-impact programmes across the UKPrivate and Public Sector — including Defence, Police, Justice, Central Government, and Local Government — generating significant revenue for BT Business.

Your contribution is pivotal to achieving business-critical KPIs such as:

• Keeping Our Promises (KOP) Milestones
• Revenue Milestones
• Cost to Serve
• Net Promoter Score (NPS)

You also play a key role in driving cost transformation efficiencies through developing optimal PMO delivery models. At the heart of this is your responsibility to build and lead a high-performing team of Project Management professionals, delivering differentiated customer experiences and industry-leading outcomes.

You'll have the following Responsibilities

• Creates a world-class PMO delivery organisation capable of supporting delivery of our most complex projects and programmes.

• Improves the customer experience of PMO delivery by consistently applying a customer-first mindset. Uses feedback from project journey surveys to drive improvement actions and shares trends across the broader community.

• Ensures the quality of PMO delivery across a portfolio of significant revenue value. Supports mobilisation of our most challenging projects and programmes, ensuring strong foundations for success. Applies delivery standards and best practices, using Delivery Assurance reviews, local audits, and PMO governance frameworks to highlight coaching and remedial actions.

• Maintains visibility across all active programmes and projects, attending internal and external Programme Delivery Boards. Engages with Senior Delivey Leaders understand delivery timelines, key milestones (KOP), dependencies, and risks. Builds strong relationships with internal stakeholders, including account and technical teams, to enable proactive support and resource planning.

• Oversees resource capacity and cost transformation, working with the Senior Delivery Leaders to manage the pool of PMO Professionals. Tracks availability, leave, utilisation, and future capacity requirements. Forecasts resource needs across the programme lifecycle and ensures timely allocation of skilled PMO members at the appropriate grade, based on complexity.

• Assesses and develops delivery skills and capabilities, identifying gaps aligned with the pipeline of upcoming work. Partners with the Senior Delivery Leads to match PMO team members with the right experience and capabilities for specific projects, and to plan upskilling or recruitment where needed.

• Shapes and maintains delivery PMO methodologies, standards, and tools for complex project and programme delivery. Works to ensure consistent adoption of governance frameworks and quality standards. Uses delivery feedback to drive continuous improvement.

• Monitors and improves performance and capability across the PMO community. Uses KPIs, NPS, feedback, and delivery outcomes to identify high-performing PMO team meambers and address underperformance, and support development through coaching or training.

• Provides escalation support to Senior Delivery Leads, including issues related to PMO capability, methodology, or internal constraints. Helps resolve complex challenges, navigate governance, or secure SLT support when required.

• Drives continuous improvement through tooling and reporting, working with the Senior Manager to ensure reporting is accurate, timely, and insightful – supporting decision-making at programme, portfolio, and project levels.

• Plays a leading role in achieving the annual TLC challenge, contributing to cost transformation and operational efficiency.

• Leads internal transformational or strategic initiatives, delivering benefits that improve business, colleague, and customer experience.

• Shapes and delivers strategic plans in collaboration with the Head of Customer Delivery and PMO and other senior leaders to meet business goals.

• Acts as a positive role model during change and ambiguity, supporting change programmes and ensuring effective outcomes.

• Manages the welfare, performance, and development of a team of PMO professionals across varying grades and geographies. Builds a culture of mutual support, knowledge sharing, and continuous learning.

• Coaches for high performance, using a variety of data sources including Senior Delivery Manager feedback. Provides diverse learning and development opportunities to ensure skills and experience are continually developed.

• Uses internal colleague care survey feedback to identify areas for improvement and lead initiatives that enhance employee engagement and team wellbeing.

You'll need to have the following skills and experience

•  Portfolio, Programme and Project Management PMO experience, with skills of delivering technical solutions to Business customers.
• Ability to inspire through communication and great behaviours.
• Personal resilience.
• Commercial acumen.
• Great problem-solving skills.
• Strong stakeholder management skills.
• Negotiation, communication, and decision-making skills.
• Ability to build a culture of continuous learning and development and mutual support.

Ability to coach for great performance, including being able to articulate what fantastic performance looks like.

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page.

We’re creating an inclusive working culture where people from all backgrounds can succeed. We welcome applications from every community and we’re looking forward to receiving yours.