Service Management Specialist 2

Job Description

Recruiter: Lloyd Hughes

Career Grade: D

Internal Closing Date: 3rd June 2026

Due to the sensitive nature of this role, you will 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

The Service Management Specialist executes a range of workstreams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirement.

What you’ll be doing

• Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.
• Leads the service review meetings and joint escalation calls with suppliers and support groups.
• Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
• Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
• Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
• Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers’ orders.
• Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act).
• Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
• Drives the liaising between both external and internal complementary partners within the relevant service support system.
• Ensures the performance of different suppliers and support groups, and adherence to the contract.
• Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer’s pain points, identifying actions to improve customer satisfaction.
• Mentors other members of the team, helping to improve the team’s abilities by acting as a technical resource.
• Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
• Acts as the BT representative and expert for internal and external audits.

Essential Skills

• Experience in meeting the customers’ needs in line with business requirements
• Experience with development of solution processes
• ITIL knowledge (preferably V4 is possible)
• 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
• Experience in telecom or managed-services knowledge (e.g. LAN, WAN, IPT, Security, Cloud)
• DV Clearance

Desirable Skills

• Agile framework familiarity
• Data Analytics tools

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
• You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Security is one of the fastest growing parts of our global organisation. We are protecting our networks from more than 6,500 cyber attacks each day, investing over £40m in research each year - and in employing nearly 3,000 people, we’re also the largest private cyber employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture your potential and shape your future – whatever your background or experience.

In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.