Manager - Service Operations

Job Description

Skills

• Minimum Graduation, or equivalent professional qualifications or experience; Degree or masters in Engineering
• ITIL v3/v4 Service Management Foundation Certificate
• Understanding of ITIL Processes and terminology
• Understanding of Business Managed Service Organisation and Objectives
• Understanding of Service Desks operating model.
• • Calm and assured under pressure.
• • Ability to correctly prioritise and allocate resources.
• • Able to direct and efficiently allocate resources
• • Customer Understanding and Empathy
• • Demonstrate Practical experience in managing Service
• Desk Teams in an ICT based Service Operations
• organisation
• Will have experience of presenting and negotiating with all levels within an organisation.
• Ability to lead and motivate high performance teams.

Why this job matters

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

What you’ll be doing

• Creating an Agile culture in the different ITIL Teams with an emphasis on exemplary leadership and learning-by-doing.
• Use Agile sprint cycles to own and drive key Customer Outcomes, collaborating with your team members and colleagues across the Customer Journey to proactively solve problems using the CI/Agile methodology.
• Develops and implements a Customer Service Plan and a Service Development Plan.
• Performance and Productivity Management of Service Desk Operations resources in alignment with BT vision.
• Delivery Of Service Desk Operations to meet Key Performance deliverables covering Financial, Quality, Productivity etc.
• Working with the stakeholders from operations and transformation to develop and implement Business Plans.
• To develop a higher level Customer Relationship with the designated customer including key decision makers/influencers.
• To be a catalyst of change, encourage and empower first line Managers to make decisions in line with the new strategy.
• Ensures that incidents are logged and managed in line with agreed customer timelines and that customers are kept proactively updated and contractual SLAs are met.
• Ensure there is enough focus on newly defined KPIs (FCR, MTTR, contractual SLAs etc.) so that team is able to deliver on targets.

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.