Service Manager

Job Description

Job title: Service Manager

Company: BT

Job description: Job Title: Contract Service Manager

Locations: Ipswich, London or Cheltenham (on site)

Due to the sensitive nature of this role, you may be required to undergo DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.

You’ll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

Why this job matters:

This role leads GSS’ service relationship activities end to end with our customer or a 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 service operations, the account managers 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 management and leaders across the broader GSS and Major Government organisations to drive customer and BT’s success.

What you’ll do:

• Coordinates customer performance, ensuring processes are followed to maintain levels of quality and responsiveness to meet service level agreements (SLAs) around goals, customer satisfaction, escalations.
• Manages feedback loops, supporting strategic decisions made within the BT Group’s lines of business with actionable quantitative data.
• Manages reporting, and review of analytics and metrics to assist in defining trends, key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
• Manages teams through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
• Coordinates the resolution of complex issues using advanced technical knowledge where analysis of service quality is reviewed and used to enhance the tech support service model.
• Monitors, manages and ensures implementation of methodologies, techniques, and evaluation criteria for projects, programmes, and people-based enhancements.
• Drives the execution of business case creation for enhancement investments that will improve the overall experience associated with customer service capabilities.
• Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer service.
• Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
• Implements ways to continuously improve and optimise working processes within the area of customer service.

What you’ll bring:

• Experience in telecom or managed-services knowledge (e.g. LAN, WAN, IPT, Security, Cloud).
• Knowledge on continuous and service improvement techniques such as Lean, Six Sigma, Green Belt
• Experience with development of solution processes.
• ITIL knowledge (preferably V4 is possible).
• Experience in mentoring, coaching and training a team with a deep understanding of Service Management best practices.
• Experience with project management methodologies and techniques
• Agile framework familiarity.

Effective Relationships: Ability to develop practical and open relationships across Customers, BT Security and with other BT teams such as Technology.

Business Acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases). Relevant experience working with customer facing role with experience in meeting the customers’ needs in line with business requirements.

Security Clearance: This role requires DV clearance so you will either need to already have this or be capable and willing to attain this clearance.

Diversity and Inclusion:

Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and encourage applications from all sections of the community. Our ambition focuses on recruiting and retaining people who are under-represented in our workforce. Including those from ethnic minority groups, disabled and neurodiverse people and women. However, diversity does not end there and anyone with different backgrounds, gender identities, sexual orientations, ethnicities, ages or stages of life, disabilities and those from low socio-economic backgrounds are welcomed and encouraged to apply. Find out more about BT’s D&I manifesto by searching on our website.

What’s in it for you:

• Discounted BT Broadband, TV & mobile packages and BT products
• On target Bonus
• 10% pension contribution
• Professional development and paid for industry certifications/qualifications
• Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.
• Well-being support for you and your family
• 3 days paid volunteering a year
• Flexible and smart working (subject to business needs)

Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you’re excited about this role but your past-experience doesn’t align perfectly with every requirement, don’t worry – we’d still love you to apply!

Why this job matters

The Service Design Specialist independently undertakes and executes advanced activities for the crafting of services based on an advanced understanding of customer needs, continuously implementing improvements of products and services in order to provide optimised end-to-end user journeys, addressing consumer needs in distinctive ways, ultimately driving brand preference and commercial impact.

What you’ll be doing

1. Delivers service design projects, including client workshops, creative brainstorms, service concepts, blueprints, service definition and other service design artefacts by bringing together research, design, business and technology
2. Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently
3. Implements research insights and data to design solutions
4. Leverages design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes
5. Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design
6. Implements continuous improvement opportunities to improve the service design team processes, ensuring a consistent and coherent process to manage services quality and collaboration across teams
7. Mentors other service designers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource

The skills you’ll need

Design Pattern Recognition

Service Development

Design Strategy

Customer Advocacy

Design Delivery

User Experience Strategy

User Journey Mapping

Behavioural Analysis

Agile Methodologies

Requirements Management

User Centred Design

Service Design

Prototyping

Workshop Coordination

Decision Making

Growth Mindset

Inclusive Leadership

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.

Expected salary:

Location: Cheltenham, Gloucestershire

Job date: Sun, 14 Jan 2024 07:48:20 GMT

Apply for the job now!