Service Introduction Professional

Job Req ID: 61211

Posting Date: 16/10/2026

Function: Service

Location: Sheffield

Salary: Competitive

About the role

The Service Introduction Professional operates within Business Managed Services, leading Service Introduction activities for low and medium complexity projects. The role ensures new and changed services are transitioned safely into live operation, delivering customer commitments while protecting service integrity and operational performance. By enabling successful service adoption and operational readiness, the role supports customer growth, contractual compliance and BT's commitment to delivering exceptional customer experiences.

What you’ll be doing

• Lead Service Introduction activities for low and medium complexity projects using defined quality gates.
• Accountable for project scoping, planning, execution, risk management and operational handover.
• Manage multiple service introductions while maintaining governance and service integrity.
• Act as the primary interface between project delivery teams and service management organizations, including customer engagement.
• Provide Service Assurance and Acceptance into Service governance.
• Support operational readiness for new products and technologies.
• Maintain and improve Service Introduction processes and controls.
• Manage personal workload and capacity to ensure effective prioritization and delivery.

Essential Skills / Experience

• Project management tools, techniques and delivery governance.
• Risk identification, mitigation and decision making.
• Cross-functional stakeholder management and customer engagement.

Desirable Skills / Experience

• Knowledge of Service Introduction, Service Transition and Change Management.
• Continuous improvement, process optimisation and automation.
• Significant experience in IT service management environments using the ITIL framework.
• ITIL 4 Foundation certified or capable of achieving certification within six months.
• Understanding of Managed Customer Solutions and Managed Services.
• Required security clearance for NPPV and SC.

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.

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.