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Key Purpose of the Role

The role holder is responsible for providing effective support of project design and delivery, operational support tasks and day to day operations of systems and services, associated maintenance and logistics, dealing with all relevant issues under the guidance of the manager. He/she provides support in the formulation of network, technology, systems and information strategy and evolution plans, operational support policies and procedures and the operations of system and services. The role holder provides assistance in solving business problems.
The role holder should leverage the experience other people within the business to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

Key Responsibilities of Role

You are expected to be aware of the Network strategy and transformation agenda, and to demonstrate how you are putting this into practice through your work.
You will support both Trouble to Resolve and Lead to Cash agendas, working to innovate and optimise delivery, beyond simple resource allocation, at all times.

You may form part of a small team on a work package, or work alone on a work package. You will ensure that you fully understand how your work impacts and contributes to organisational and functional performance and delivery.
You will demonstrate a drive to deliver below cost expectations and where possible ahead of time but not at the expense of operational services, contracted deliverable’s quality or end to end financial profile of the project.
You will provide your deliverables/work packages to Time, cost and quality, and to meet the Customer and contract team’s satisfaction.

You are expected to develop your own skills and accreditations, in agreement with your Line Manager, to meet the needs of the business, which will include knowledge of our Portfolio.
You will be required to engage with the customer, acting as a consultant in support of the Line manager or Assignment manager as required.

You will work to the Networks Operating Model or equivalent BT LOB model.
You will have an understanding of the Portfolio, and have an excellent understanding of your own specialist area.

You will act as champion and role model in managing our Customers and be thought of as part of their team.
You will be able to build long term relationships with our customers based on honesty, trust and good communication.
You will project a good impression of BT by enhancing the customer’s experience of working with BT.
This should include:

• Always making clear to customers what expectations should be.

• Always keeping promises made.

• Own the customer experience from end to end.

• Regularly discussing the customers experience and acting on any issues.

You should act as the customers champion when managing the customer’s ideas, requirements and issues.

Lead work package ownership for small work packages/deliverables and to be responsible for definition and delivery of specific solutions to achieve business objectives and benefits realisation. You are required to be aware of commercial consequences around the cost and time to deliver end to end solutions
You are expected to provide support for the resolution of customer issues relating to the operation of services or delivery of customer solutions. In this respect you are expected to provide evidence and audit trail for resolution and reporting of customer issues and risks.

Key Skills Required for Role

Benefits