Service Assurance Specialist

Working Locations: Ipswich, Birmingham, London

Working Style: 3 days a week in office, 2 days from anywhere

About the role

The role holder will be responsible for Service Assurance across Ethernet, Direct Internet Access, BTnet, IP Connect, Optical and Mobile Backhaul services. Service Assurance being the management of in-life issues that impact service. This covers Service end-to-end, therefore covering Assurance from both a T2R (Trouble 2 Resolve) and L2C (Lead 2 Cash) perspective. For context, these products generate significant revenues for BT, with the supporting platforms representing c30% of UK internet, all of BT’s private IPVPN and a significant proportion of the Mobile Backhaul connectivity within the UK.

What you’ll be doing

• Responsible for Service Assurance across Ethernet, Direct Internet Access, BTnet, IP Connect, Optical and Mobile Backhaul products. This entails the co-ordination, resolution and RCA of in life issues across the BSS, OSS & Network stacks, working with stakeholders across Business, Networks & Digital.
• Drive continuous improvement for the L2C and T2R journeys. Proactively identify opportunities for improvement in these journeys based on your knowledge and experience of in-life issues and perform cost-benefit analysis on any development required.
• Define & govern the health of our Products. This will involve detailing & defining KPIs that measure product health (Service availability, L2C system availability, change success, MTTR, Security, etc.) and provide business benefit. The role holder will implement governance around these metrics, working closely with the accountable areas on their performance & improvement opportunities.
• Provide Networks leadership support for customer bids and Product launches / opportunities. This will entail defining assurance requirements as part of a project and acting as a technical delivery manager to deliver business outcomes.
• Mentor and develop others to create the Best Team environment to deliver Engineering Excellence. You’ll actively support Inclusion & Engagement initiatives.
• Ensure compliance with regulatory and security standards, including Business Continuity Management & ISO27001 audits.

Essential Skills / Experience

• Strong understanding of Services (Ethernet, Dedicated Internet Access, BTnet, IP Connect, Wholesale Mobile Connect, Optical) and their L2C (Buy / Get) and T2R (Fault) journeys.
• Working knowledge of the Platforms underpinning those services (Converged Core, WMC, IPP, Optical) and the access technologies (EAD, OSA, FTTx).
• Working knowledge of the OSS & BSS Systems that’re involved in the L2C and T2R journeys for the Products.
• Operational acumen, allowing you to breakdown, define and drive KPIs that’re relevant and deliver business benefit. Additionally, the drive to get to the root cause of in life issues and define long term corrective actions.

Desirable Skills / Experience

• Problem-Solving Under Pressure, quick decision-making during outages or service disruptions.
• Project Management experience, meaning you will have excellent stakeholder communication and the ability to engage others to deliver your project to timescales & budget.
• Strong skills in building the case for change, drawing on data and analytical techniques where appropriate to perform Risk / Cost v Benefit analysis, and presenting this to business audiences to secure sign off.
• Communicate technical requirements & issues to non-technical stakeholders in a way that promotes understanding & collaboration.

Our Package

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
• Equalized 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.
Ready to connect for good and help shape the future? Apply now

BT Group 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 Group’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.