Problem Manager Specialist

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About the role

This role matters because it improves the availability, reliability and customer experience of BT’s Network and IT products and services. As a Service Intelligence Specialist, you will use data, insight and operational learning to help BT move from reactive service management to proactive prevention. You'll identify emerging risks, recognise early warning signals, uncover systemic issues and translate complex service data into meaningful actions that improve service outcomes.

Working across Customer Facing Units (CFUs), Networks and Digital, operational teams and suppliers, you'll connect people, processes and service intelligence to strengthen decision making, improve operational effectiveness and accelerate proactive improvement. By combining Service Intelligence, Problem Management, governance and continuous improvement, you'll drive earlier intervention, targeted prevention and more effective resolution of service risks before they impact customers.

What you’ll be doing

• Use service performance data, operational insight and trend analysis to identify emerging risks, recurring issues and opportunities to improve customer and service outcomes.
• Lead the investigation of complex Problem records, Executive Post Incident Reviews and service investigations for high priority incidents and service risks. Ensure timely identification of root causes, contributing factors and drive preventative actions to conclusion at pace.
• Translate service data into actionable insight, identifying early warning indicators, service vulnerabilities and intervention opportunities before customers are affected.
• Support, lead and drive the development of predictive and proactive service intelligence capabilities, using data and automation.
• Provide governance and assurance across CFUs, Networks and Digital and operational teams, ensuring service intelligence, problem management and improvement activities are delivered.
• Identify and communicate service trends, systemic issues and broader organisational learning, driving targeted improvement activity and measurable reductions in service risk.
• Own and track improvement actions arising from incident investigations, risk assessments and operational insight, ensuring delivery of sustainable outcomes.
• Build strong relationships across CFUs, Networks and Digital, operational teams and suppliers, aligning priorities, sharing insights and enabling coordinated preventative action.
• Contribute to the evolution of Service Intelligence through continuous improvement of processes, tooling, reporting and automation capabilities.
• Coach and support colleagues across the team, promoting best practice, knowledge sharing and a culture of learning, collaboration and continuous improvement.

Essential Skills

• Data, Insight and Analytical Thinking: Uses data, trends and operational intelligence to identify risks, understand performance, uncover opportunities and drive measurable improvements.
• Customer and Service Excellence: Puts customer outcomes at the centre of decisions and actions, using insight and learning to improve service performance, resilience and customer experience.
• Communication and Influencing: Communicates complex information clearly and credibly, building trusted relationships and influencing actions across technical, operational and leadership communities.

Desirable Skills

• Mobile Networks: Conversant with BTs Mobile estate from a technical/topology perspective.
• Problem Solving and Investigation: Applies structured investigation techniques to identify root causes, understand systemic issues and deliver sustainable solutions to recurring service challenges.
• Governance and Continuous Improvement: Uses governance, controls and service management practices to improve accountability, support decision making and drive continuous service improvement.
• Collaborative Working: Works effectively across CFUs, Networks and Digital, operational teams and suppliers to align priorities, remove blockers and deliver shared outcomes.
• Ownership and Delivery Focus: Takes accountability for outcomes, drives actions through to completion and ensures improvements deliver measurable business and customer value.
• Inclusive, Open and Safe: Encourages challenge, learning and knowledge sharing, creating an environment where people feel safe to contribute, improve and innovate.
• Adaptability: Able to adapt to change quickly to get results in an ever-changing environment.
• Technical Curiosity: Hold and continually develop a high technical and service knowledge for the products and services the role supports.

Benefits

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.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.