Service Manager Bristol, England
BT
Full Time
Bristol, England
45624 - 67921 GBP ANNUAL Today
Job description
Service Manager (Technology)
Job Req ID: 13579
Posting Date: 04-May-2023
Function: Service
Location:
Assembly, Bristol, United Kingdom
Salary: Competitive with great benefits
Why this role matters
Service Management in Technology acts independently of the Converged Service, IT and Dynamic Infrastructure platforms. This job ensures effective end-to-end management of BT’s Network and IT products and services and in turn will improve the availability and reliability of these products and services, delivering an improved customer experience. The role holder(s) will do this by championing a service driven culture in Technology. Identifying service gaps, drive continuous improvement including service delivery, communicating performance with business stakeholders, proactively identifying areas that are hurting the business. In doing so, BT demonstrates also compliance with quality standards and industry best practice.
In this role you will be part of a very supportive and friendly team. This is a fast paced role offering variety and development opportunities.
This role can be based in Bristol, Birmingham or Sheffield.
You'll have the following responsibilities
You will be accountable for the end-to-end service performance and customer experience. Spanning across applications and customer journeys. Support and improve on KPIs. Delivering an excellent and unified service across the CFUs.
You’ll promote ITIL best practice throughout Technology, Including those that span multiple platforms, CFUs and third parties.
Managing live service relationships with senior customer facing unit stakeholders
- Keeping customer facing unit stakeholders informed of impact and progress during high priority incidents that affect their business
- Proactively Tracking technology & business operational reporting, and driving interventions that avoid or expedite Incident resolution
- Visiting stakeholder teams to build relationships and gather service perception feedback.
Operational Service Assurance
- Driving the assurance of operational service support processes for new and existing customer facing unit services
- Driving operational service improvement initiatives within our service teams (people / process / tools) to improve our operational effectiveness
- Driving operational supplier management performance improvement
- Driving the progression of key service risk mitigation plans, eg resilience test planning
- Own relationship with relevant third party/vendor to ensure optimal service and customer experience is delivered.
Delivery of customer experience targets
- Work collaboratively to support Technical operational leads & Directors remits within both the IT and Network communities
- Actively support the incident recovery process by sharing service knowledge, providing customer facing unit impact detail expertise and supporting escalations as required.
- Supporting the problem management process by sharing incident knowledge, customer facing unit impact details and providing views on improvement actions required as learning
- Helping the service insight team define and measure customer service targets
Service Review
and improvement plans
- Create and share a service performance agenda with senior customer
- Chairing, presenting and attending the service review as appropriate
- Producing exec summary service performance management
and improvement plans
- Managing the actions to address performance feedback issues back
You'll have the following skills and experience
- Extensive knowledge of the customer facing unit customer services derived from – an understanding of multiple technologies / technical services and how they are supported by our ITIL service delivery processes
- In-depth understanding of the impact that failure has on their customers
- Stakeholder Management: Develops close and effective relationships with customers, vendors, suppliers and BT employees at a senior level and be able to confidently present information, influence and negotiate.
- A deep understanding of the customer facing unit markets and business
- Understanding customer requirements and expectations.
Mandatory
- ITIL Foundation qualification – ITIL v3 with aim to certify on ITIL v4.
- Experience of managing IT or Network Enterprise solutions
- Experience of senior stakeholder management through ownership of real time service performance on their behalf
Preferred
- Knowledge of platform technologies
- Business Improvement skills including Continuous Improvement
Our leadership standards
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Benefits
- 25 days annual leave (plus bank holidays)
- 10% on target bonus
- Life Assurance
- Pension scheme
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 50% off BT and EE mobile pay monthly or SIM only plans
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
- 30% discount for friends and family on EE mobile pay monthly and SIM only plans
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
