Senior Manager, Global Field Operations

Job Description

The role is flexible to be considered to be based in either Hungary or India.

Why BT International

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Why this job matters

• A member of the International Service leadership team, the role is responsible for global field services team, supporting some of the biggest global brands and UK public bodies from a field service perspective
• The role drives, directs, and oversees the delivery of brilliant field service outcomes to International’s customers, whether it be at installation of the service or having to fix and deal with any issue, and all performed safely. A key team in terms of bringing our Brand to life for the customer.
• The role will take a lead role on all aspects of Health & Safety on behalf of International Service
• The role creates and delivers market leading, differentiated customer experience and maximises customer value effectively and efficiently.
• The role drives key strategic and transformation agendas, aligned with overall International Strategy, and linked to the outsourcing and transformation of field services.
• The role leads and inspires c 175 globally based colleagues, driving a professionalisation agenda and ensuring that they have the right level of skills and accreditation to deliver world class field service to customers. In addition to which, they are directly accountable for the outcomes delivered by a sizeable third party resources globally.

What I’ll be doing – your accountabilities

• Accountable for allocated budget to deliver global Field Customer Service – both FTE and 3rd party
• Defines and executes Field Service strategy to support the International strategy, to include outsourcing strategy
• Work with MD Service to input to Service transformation journey recommendations and execute on decisions where applicable
• Inspire and engage over 175 colleagues across the globe through role modelling, coaching, key talent retention, D&I, succession planning, career pathways, advocating professionalisation and continuous learning
• Multiskilling engineers to do as many tasks as possible
• Ensure efficient Engineer resource allocation & KCIs “Real-time” (Controls) for Field: putting the right person with the right skills to do tasks inside contractual SLAs
• Driving and leading on the global 3rd party outsource / transformation agenda to deliver costs effective solutions
• Delivering field service outcomes for all our International customers measured through NPS
• Delivering a service experience that supports growth focused on new technologies and capabilities

• Health & safety, duty of care and compliance, including 3rd parties
• Letting & management of 3rd party contracts to augment BT Field
• Security/H&S/technical accreditations for customer and supplier obligations
• Oversee effective inventory/spares management: work with supply chains solutions to deliver best spares & repair processes to SLAs/KPIs
• Build and maintain relationships across internal Lines of Business, external suppliers and the various customers at MD and CXO level where required.
• Lead and manage a virtual matrix team of cross business and external supplier professionals delivering a number of activities across varied disciplines such as technical, commercial, operational and expected to deliver to time, cost and quality.
• Work with the Supply chain to define & drive long term CI process performance improvement and order conversion rates increasing RFT.
• Establish, Own & manage the Delivery forecast and planning process across all Mobile customers to ensure maximum efficiency in the planning and allocation of resources ensuring flexibility to meet demand.
• On behalf of BTW&V own the interface into the ESN delivery programme and ensure that W&V meet their obligations in support of EE’s targets.
• Own and develop the BT rooftops P&L and drive tangible revenue and margin growth through the use of the BT estate.

Skills required for the job

• Demonstrable strategic / senior level experience in a complex / fast paced operational environment
• Skilled in setting direction, achievable goals and targets in order to execute organisational vision and strategy
• Adept in building and leading multi-disciplined teams, managing people and performance
• Experienced in shaping and delivering large transformational change projects on a global scale
• Strong communication, influencing, coaching and negotiation skills with senior stakeholders
• Analytical with ability to processes complex ideas and think logically to translate ideas to action
• Ability to take well-evaluated risks and bias towards action and bold thinking
• Proven ability to execute plans under difficult circumstances; manage and resolve confliucting priorities & stakeholder concerns; challenge constructively whilst maintaining relationships
• Strong financial and commercial awareness and able to understand and translate relevant metrics into action
• Budget management

Experience you would be expected to have

• Knowledge, implementation and operation of ‘best in class’ Field service provision and repair of networks and IT equipment
• Strong customer experience acumen and of directing others to deliver against common goals
• Demonstrable strategic / senior level experience in a complex / fast paced environment
• Experienced in people leadership – leading, motivating and developing team capability, embedding a strong customer and people experience culture
• Leading transformational change across large scale operations
• Knowledge, implementation and operation of ‘best in class’ service propositions, processes, support systems and digital tools and service journeys
• Previous telco and field experience

What we offer

Compensation and benefits:

• Attractive salary

• Cafeteria package - HUF 600,000/ year

• Performance-based bonus

• Comprehensive private health care package for all the employees, which can be extended to family members

• Nursery support for mothers returning from maternity

• Extended paternity leave: 10+10 day fully paid days

• Commuting allowance

• Home office allowance

• Employee discount opportunities

• Highly affordable mobile packages for the family as well

Work atmosphere and community:

• New high-class offices both in Budapest and Debrecen

• Wide-range of company and community programmes (including support for different sport activities)

Flexibility:

• Family-friendly culture

• Smart working approach (hybrid working model, 3 together, 2 wherever)