Service Design Architect

Job Description

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Job Description

Why this job matters

This role is critical in ensuring BT Business’s capability to deliver managed services against complex customer requirements and shaping the experiences we create for our Corporate and Public Sector customers. This role is the epitome of Connect For Good. You will steer the direction of the service design approach in all major bids, ensuring contracts reflect an accurate and realistic service that is deliverable and cost effective.
You will work with a wide range of internal and external stakeholders and be accountable for the end-to-end service solutions with engagement through the full sales lifecycle and in-life delivery process. You will directly impact NPS across BT Business and you will directly impact the BT Business Growth Strategy.

What you'll be doing

• Accountable for delivering the optimal service model for non-standard and complex customer solutions; including defining customer requirements, designing service solutions, negotiating offerings, resource forecasting and developing pricing to ensure we're commercially competitive.
• Responsible for developing and managing strong customer relationships at a senior level through providing specialist thought leadership and actively influencing the customer's service strategy and operational decisions.
• Accountable for the production of high-quality bid proposal documents outlining the specifications and value of our service to the customer. May be required, as part of the bid team, to lead the bid service workstream, consolidating partner and 3rd party service support into the overall solution.
• Negotiating directly with the customer at senior levels (up to board level) on key service components such as contractual schedule content and Service Level Agreements (SLAs), in addition to third party contract service support, ensuring flow down of service constraints.

The skills you will need

• Works as one of over 30 Service Design Architects to provide a UK wide capability, and has overall accountability and ownership for proactively managing their own work.
• Significant cross function and Line of Business stakeholder management responsibilities as well as direct interaction with customers, requiring strong communication, commercial acumen, presentational and negotiation skills and knowledge of leading-edge technologies and best practice service delivery.
• Able to maintain a reputation for quality and delivery of their expertise to the business.
• Have a flair for writing to produce high quality bit text, and be able to translate complex information into clear, compelling narratives.
• Able to collate and build a Transformation Strategy based on customer required for a Service Solution.

The experience needed

• The role holder should be able to leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role. The role holder may also play a key part in the BT wide professional communities.
• A broad experience and or understanding in delivering service to business customers, ranging from medium commercial/ retail enterprises to large public sector organisations.
• A thorough understanding of the service strategy for Corporate & Public Sector, the organisation, processes and stakeholders required to assure an agreed deliverable quality service design.
• Commercial acumen and competency that enables identification of cost versus value and able to present such to stakeholders.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.