Field Service Delivery and Governance Lead

Job Description

Recruiter: Jayson Coley-Wynters

Career Grade: Internal Grade E - Competitive + Benefits

Internal Closing Date: 27th May 2026

About the role

This role supports the leadership, governance, and opportunity insight to the Work Manager Ops Function to then support the field, maintaining skills database, shrinkage and absence management while supporting the field unit with support to both capacity planning accuracy reporting and to optimize delivery through work allocation.
Day to day activities require the communication and standardisation of great booking practises for both engineers and managers (Area manager and Senior Manager) to ensure our work allocation tools have a clear picture of our available capacity and look back historically at accurate data to make better strategic decisions.

What you’ll be doing

• Collaborate with Change Champions for data provision
• Conduct Root Cause Analysis (RCA) on issues passed from Field, Management, and Controls.
• Implement in-house fixes where possible.
• Raise incidents for issues beyond immediate control (e.g., technology-related).
• Provide support to onshore and offshore teams for incidents
• Assist other Lines of Business (LOBs) in resolving cross-platform

Essential Skills

• Developed ability to manipulate, interrogate and analyse data to reach detailed conclusions and present coherent recommendations
• Ability to build and execute an operational plan that delivers on cost, quality and customer service
• Ability to process complex ideas and think logically; perceives and understands others
• Highly numerate capable of identifying cost/revenue-improvement opportunities and understand financial reporting
• Possesses the ability to take well-evaluated risks and be bold in making decisions and taking action

Experience

• Experience in MIS or Reporting roles - MANDATORY
• Experience in complex decision-making, analysing problems and taking well-evaluated risks – MANDATORY
• Experience managing third party relationships – PREFERRED
• Experience managing large, disparate teams spread across large geographic area – PREFERRED
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy - PREFERRED

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.