Service Management Specialist

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

About the role:

This role leads Global's Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience. Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office and the customer. Responsibility for maximising the value derived from the services. Regular proactive engagement with your customer, understanding their industry and goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive customer and BT's success.

What I’ll be doing – your accountabilities:

• To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.
• Proactively identifies opportunities for improvement and transformation across the account(s) to maximise value and customer experience
• Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations
• Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict.
• Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team.
• Providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives
• Oversight for the end-end operational performance and be accountable for the SLA, maximising opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence
• Executes the Service Strategy with Customer Operational Lead (COL) for their customer (s), through a deep understanding of the Customer(s) market, identifying emerging trends and priorities
• Ensure ITIL governance best practice is adopted across the customer contracts

Be prepared to eventually visit customer on their premises locally or internationally

Skills required for the job:

• Self-driven, self-motivated, enthusiastic, with a “can do” attitude for finding creative solutions.
• A strong blend of analytical decision-making and creative problem-solving skills
• Has the ability to attain an in-depth knowledge of customer environments, including their systems & applications locally and general globally.
• Has strong situational leadership skills and can work autonomously but should be an integral part of any team
• Ability to easily transition from technical details to strategic planning
• Accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives.
• Emotional intelligence and conflict management skills
• Strategic and Critical Thinking, and Negotiation skills
• Strong interpersonal and collaboration skills
• Possesses the ability to work under pressure and rally teams around time sensitive objectives
• Presentation & Communication Skills

Experience you would be expected to have:

• Fluent English
• Second Language - Spanish, German, Italian, French or Dutch Language
• Bachelor’s degree or equivalent in relevant field
• Experience in meeting the customers’ needs in line with the business requirements
• Experience with development of solution processes
• ITIL knowledge
• Microsoft Excel & PowerPoint
• Time and priority management
• Relevant experience working with customer facing role
• Experience in mentoring, coaching, and training a team
• Deep understanding of Service Management best practices frameworks such as ITIL
• Experience in telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
• Experience with project management methodology and techniques
• Experience on customer satisfaction methodologies
• Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc
• Agile framework familiarity
• Data Analytics tools

Benefits

• Competitive salary and on target bonus
• Cafeteria Vouchers
• BT Employee Program
• Flexible benefits
• Discounted BT products and many more!

Please note that this role will require the successful candidate to work full time hours and also has a hybrid working element.

Our leadership standards

Looking in:
Leading inclusively and Safely 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.

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. ‘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.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.