Find More Than 10K+
United Kingdom Jobs

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 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.

• 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

• Create and share a service performance agenda with senior customer

facing unit stakeholders

• Chairing, presenting and attending the service review as appropriate
• Producing exec summary service performance management

information from post incident information, performance trending
and improvement plans

• Managing the actions to address performance feedback issues back

into Technology

You'll have the following skills and experience

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

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.

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.

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.

Benefits