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Programme Management Office

Programme Management Office

Providing support and assistance to the Facilities Directorate in delivering programmes of change projects.

The Programme Management Office comprises two teams that work closely together; the Business Improvement Team and the Estate Programme Management Team.

The Estate Programme Management Team undertakes programme level management, reporting and assurance of the Estates delivery programmes (for example the Capital programme and Revenue programmes), whereas the Business Improvement Team offers support in the delivery of change projects across the Facilities Directorate to deliver business improvement.

  • Translating ideas into projects

  • Developing business cases

  • Prioritising projects and initiatives

  • Collating data to support decision making

  • Project management advice

  • Increase project success

Business Improvement

The Business Development team supports business improvement projects, initiatives and events across the Facilities Directorate.

Contact the Business Development team is you need help:

  • Facilitating business process mapping and gap analysis to support and develop your processes
  • Collecting, collating and presenting Key Performance Indicators (KPIs) reports and management data
  • Supporting the implementation of software systems across the Facilities Directorate
  • Managing mystery shopping, customer feedback and survey analysis
  • Supporting management teams in their strategic planning sessions

Estate Programme Management

The Estate Programme Management team track the programmes delivered by estates providing reports for key stakeholders such as the University’s capital programme.

Contact the Programme Management team is you need help:

  • Developing business cases for investment in the University estate and coordinating with the capital group
  • Developing future strategic programme and project prioritisation processes
  • Facilitating governance and control processes and administration of approval process


Customer Service Accreditation

The University’s Commercial and Campus Support Services (CCSS) chose to pursue the Customer Service Excellence (CSE) accreditation as an opportunity to further enhance its structured approach to customer service and to independently test the quality of service delivery.

The Business Development team worked with CCSS for 12 months to support and deliver the CSE process. In March 2019 CCSS were awarded the CSE accreditation complete with 8 Compliance Plus for areas of particular excellence.

Business Development supported this work in the following ways:

  • Delivery of the project management role including the creation and maintenance of plans and logs
  • A conduit of communication between the various project stakeholders
  • Practical guidance and support to deliver significant, cross-functional work including self-assessment and gap analysis of CSE performance across all CCSS services
  • Coordination, support and delivery of meetings, workshops and training
Programme Management Office - Case study: PCB


Print and Copy Bureau

The Print & Copy Bureau (PCB) provide printing, copying, binding and design services to both students and staff of the University as well as external groups such as NIHR and the annual TeachFirst conference.

The Business Improvement team worked with PCB over 18 months to provide support and guidance through a full system replacement project to provide a new and improved online ordering service for both internal and external customers of the University.

In addition, the team has been facilitating a review of the service’s business processes to assist the PCB team in reducing issues and inefficiencies, improving the processes for PCB staff and, in turn, the service provided to their customers.

Business Development supported this work in the following ways:

  • Project management throughout the system replacement process, including acting as a key liaison with the University’s IT team and the external software supplier.
  • Provision of key project administration such as a project plan, risks and actions logging, meeting notes and the coordination of essential IT documentation.
  • Coordination, support and delivery of meetings and workshops
  • Advice and guidance on process improvement solutions
Programme Management Office - Case study: Estates Away Day 2017


Away Day

In 2017, the Estate Services management team agreed that they would like to hold an Away Day for all staff within the service. The Business Development Team worked closely with members of Estates staff to coordinate and deliver the event which ran on two consecutive days with over 100 people attending each year.

Business Development supported this work in the following ways:

  • Liaison with the Estates Senior Management Team to identify aims and objectives of the event
  • Coordination of the working group meetings, agendas and actions
  • Advice and guidance on event organisation
  • Coordination of the working group to ensure required outcomes were met and necessary arrangements in place
  • General administration
  • Collation of feedback and production of summary reports
Programme Management Office - Case study: Project Online


Project Online

The Development team deliver projects for the University ranging in scale, from large complex building developments to maintenance projects.  The team and other stakeholders required a system that tracked the progress of projects, financial information, resource, timesheets and managed documents associated with the project. The key aim of the system is to improve efficiency and the visibility of project information to stakeholders.

The PMO supported the team with following services:

  • Managed an engagement process with a broad range stakeholders to understand what people wanted
  • Developed and implemented a communications plan to engage with stakeholders
  • Developed the system requirements with stakeholders
  • Developed business processes with users
  • Coordinated the Estate Services resources to support the system development
  • Managed the testing of the system

Key contacts

James RobsonHead of Programme Management 343 2679
Lynne CubbonBusiness Development 343 6825
Haley GreavesBusiness Development Officer 343 2746
Rebecca Damment-VessoziBusiness Improvement 343 2744
Joel MiddletonEstates PMO 343 2511
Sam AndersonManagement Information Administrator 343 1540
Jack KeatingBusiness Improvement 343 2746
Andrea KerridgeBusiness Improvement 343 2744