Service Delivery Team Lead

Job Description

Recruiter: Trevor Newman

Career Grade: E

Internal Closing Date: 18/03/2026

Why this job matters

You will be accountable for the building of complex and evolving delivery plans for Field Engineering teams, making sensible, commercial decisions to support service performance, and mitigate risk.

What you’ll be doing

• You will lead and motivate the team members on the processes and procedures required to be followed to deliver field operations with accurate, deliverable work.
• Clarify and agree Network Field Services business / delivery priorities and use to set team direction.
• Own delivery performance: Identify performance concerns and lead team to undertake structured problem solving to continuously improve performance. Accountable for being able to articulate how the plan is delivered to Regional and Patch leads but also what this means to the business.
• Build and maintain relationships across own organisation, and where appropriate, the wider unit
• Own and progress escalations until completed to customer / internal stakeholder satisfaction
• Own issues that cannot be resolved by team members, working with Demand Owners and wider Networks stakeholders to agree corrective action
• Work with Key Programme Delivery Managers and Enablement Managers to design, develop and agree plans to ensure demand is delivered on-time via the monthly plan.
• You will be responsible for helping to create an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.
• H&S as a priority – health and safety is our number one priority – you’ll have a good knowledge of our key health and safety guidelines, and you’ll be able to demonstrate a good understanding of why we always take health and safety extremely seriously.

The skills you'll need

• Successful delivery of a range of small to large programmes would be desirable
• Working with senior stakeholder managing conflicts in delivering enablement solutions in a timely manner at optimum cost.
• Working with internal and external partners to deliver to quality and on time expectation.
• Experience and proficient in Microsoft office packages
• Implemented change initiatives, ability to adapt quickly and deliver change effectively.
• Previous people management skills - able to confidently deal with managing a team of people and dealing with performance issues where required.
• Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Commercial Awareness- requirements and impact
• Innovation, complexity of problem solving and independence of thinking
• Able to establish and maintain internal and external stakeholder relationships and facilitates mutually beneficial negotiations to develop solutions
• Inspiring and engaging leadership capability which fosters a culture of empowerment, inclusivity, ownership and pride in the estate and the work we do.

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 Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.

BENEFITS

• Annual On target bonus 10% (personal and company multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Direct share scheme
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
• Discounted EE TV including TNT Sport and the NOW Entertainment membership
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
• equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’