Delivery Excellence Lead (Consumer)

Recruiter: Sowmya Reddy

Hiring Manager: Andy Cook

Career Grade: C

External Closing Date: 28 July 2026

Location: Bengaluru-RMZ Ecoworld

About the role

The Delivery Performance team is responsible for improving the quality, predictability, and success of BT's Digital portfolio. The portfolio includes transformational deliveries through to ongoing incremental development and maintenance activities. Delivery Performance achieves this through clear delivery standards, data-driven performance management, effective governance, and continuous improvement deployed in collaboration with each delivery team to help them achieve better outcomes for our customers and business.

As the Delivery Excellence (DEx) Consumer CFU Lead, you will drive delivery excellence across Consumer, BT's largest and most strategically important customer-facing business unit, serving millions of customers and delivering some of the company's highest-profile digital transformation initiatives. You will be responsible for embedding industry-leading delivery practices, ensuring consistent adoption of delivery standards, and providing clear insight into portfolio performance, risks, capacity, and outcomes. You will collaborate closely with the accountable delivery leadership within the Consumer portfolio to ensure adoption has meaningful positive impact on the ability to deliver for BT and our customers. Acting as the key link between Delivery Performance, Digital leadership, and PMO teams, you will create a trusted, data-driven view of delivery health, enabling informed decision-making and a genuine "no surprises" culture.

As a member of the DEx Leadership Team, you will influence senior stakeholders, shape governance and delivery frameworks, and use metrics and insights to drive targeted interventions that improve delivery performance and raise organisational delivery maturity. This is an excellent opportunity for an experienced IT delivery professional with a strong background in application delivery, portfolio governance, Agile, Lean or hybrid methodologies, and delivery performance measurement. You will have the opportunity to influence delivery at scale, support critical customer-facing programmes, and play a key role in shaping how BT delivers technology outcomes for its largest business unit, and drives ongoing continuous improvement.

What you’ll be doing

• Portfolio Enablement
  - Collaboration with accountable leaders within the Consumer delivery unit to enhance delivery pace, predictability and quality through pragmatic adoption of standards, metrics, and tools (including AI).
  - Maintain a portfolio view of delivery for all consumer deliveries to identify common challenges and connect leaders across the digital portfolio to permeate adoption of proven good practice and solutions to common issues.

• Coaching and Standards Adoption
  - Supports delivery managers on effective delivery management including coaching on plans, risk/issue management, status reporting, etc.
  - Advocates for standard adoption to deliver tangible benefits and collaborates with accountable leaders to realise the target benefits from usage.
  Intervention Support
  - Collaborate with delivery unit leadership to identify at‑risk deliveries early; co‑create corrective action plans and where required lead interventions to address critical performance.
  - Continuous Improvement Feedback and Implementation
  - Captures and champions emerging good practices, insights and data from the Consumer delivery Unit within the Delivery Performance team to drive ongoing improvement in the defined standards, metrics and tools.

• AI-Enable Delivery Management
  - As a key member of the DEx leadership team, you will be working with the Digital Leadership to define and implement BT’s approach to AI-enabled delivery management, contributing to the design and implementation of Agentic AI capabilities and tools to enhance delivery governance and the usability and value of the core standards.

Essential Skills / Experience

• Accountable delivery expertise with an "ownership" mindset across complex implementations
• Communications skills with the ability to explain complex solutions and approaches with compelling rationale to audiences ranging from C-level to junior developers
• Stakeholder management skills, relationship building and the ability to achieve outcomes through influence
• Familiarity with portfolio and delivery governance and quantified delivery management within different delivery paradigms.
• Coaching and pragmatic problem‑solving to enable adoption and benefit realisation.
• Understanding of delivery methodologies (Six Sigma, CMMI, etc), engineering and associated tooling, (e.g. DevOps), and delivery metrics and economics (e.g., cost per feature, flow efficiency).
• Data analytics with the confidence to assess (for example) metrics quality, trends and forecasts

Desirable Skills / Experience

• 10+ years in programme/project Delivery of IT transformation or services, including leading delivery within a matrix organisation for a significant transformation or new IT product/platform.
• Experience of using and deploying methodologies, standards and tools into IT delivery teams to achieve tangible improvements
• Consulting (or similar) skills & experience around communication, stakeholder management, business cases and benefits realisation with senior stakeholders
• Track record of coaching teams and improving delivery behaviours.
• Familiarity with a range of delivery methodologies, typical DevSecOps tool chains and metrics/governance regimes.
• Certification in SAFe, other industry standard methodology or equivalent would be desirable but not essential.
• Previous experience with implementation of AI would be desirable but not essential.

BT is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT's role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.