Jobs in Norwich, United Kingdom

Capita is seeking an experienced Operations Workstream Lead to drive the design and implementation of services for one of our key strategic clients. This is a unique opportunity to lead a transformative programme that will insource and enhance back-office departments, supported by a comprehensive technical solution including ERP, contact centre, correspondence services, data warehouse, and AI capabilities.

Reporting to the Capita Service Readiness Leader, you will own the plan to design and implement Capita’s service across HR, Finance, and Payroll functions. You’ll coordinate efforts across Capita teams, the client, and third-parties to ensure a cohesive service design and facilitate issue resolution. You’ll also lead the End-user Forum and support alignment of service designs with Capita’s technical capabilities.

What you’ll be doing

• Create and manage the service design and implementation plan across functional teams.
• Lead the End-user Forum and coordinate meetings and feedback sessions.
• Run daily stand-ups and meetings for service design teams to track progress and resolve issues.
• Facilitate access to technical expertise for service design alignment.
• Support quality assurance of service design through stage-gate reviews. Provide planning support to the client and act as main contact for queries and meeting requests.
• Report progress and escalate risks to the broader programme team.

What we’re looking for

Essential Skills & Experience

• Experience in leading service design and implementation in shared service environments.
• Strong programme management and planning skills with ability to motivate and coordinate teams.
• Organised and proactive in tracking progress and resolving issues.
• Excellent client and third-party negotiation and consensus-building skills.
• Support alignment of service design with Capita’s technical capabilities.
• Experience in Design Authority fora and presenting complex designs.
• Experience with ERP solutions and global delivery partners.
• Risk management and clear communication during change.
• Empathetic leadership and operational excellence focus.
• Detail-oriented with ability to manage minutiae and overall goals.
• Willingness to travel across UK Capita locations.

Desirable Skills & Experience

• Experience with Oracle Fusion ERP implementations.
• Led service design teams in phased service transfers.
• MSP and/or PRINCE2 certified.
• Awareness of political and regulatory complexity.
• Understanding of digital accessibility, inclusion, and ethics in public services.

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

• Salary of up to £72,000 plus benefits.
• Home-based position.
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.