Service Management Advisor 3

Job Description

Roles & Responsibilities

• Own the International Change Management Process.
• Manage the team for International Change Management.
• Chair and manage change control board (CAB) including sending daily CAB reports.
• Own reporting of statistics, KPI, and data for the Change control board (CAB) to support goals and measures.
• Own failed changes and understand root cause and identify mitigations to avoid repeat failures. Working with Problem and Supplier Management to track and manage Post Incident Reports.
• Be first escalation point for Change Escalations/Emergency requests. Arbitrate and co-ordinate responses in a timely manner to the satisfaction of the wider impacted customer base, written in the One Voice BT style.
• Manage communications with the other In-Country support units, other network, Vendor and service suppliers.
• Own and maintain the Network Activity Policy ensuring it is adhered to by all parties.

Required Skills

• Customer and service focus: The ability to manage customer escalations and negotiations with suppliers via supplier management.
• Excel Macro skills: Knowledge and experience in Excel with the ability to manage and develop Macros in support of clash and contention checking for the daily CAB’s.
• Understanding of networks: A general understanding of the International networks.
• Process Awareness: have a good understanding of the key ITIL disciplines with particular emphasis on change management but also incident and problem. Use Continuous Improvement techniques to identify and support process efficiencies and ensure all activities add value to the business.
• Team focussed: To be able to manage and lead a team, supporting and coaching them for performance.

Experience

• Mandatory - Excel skills, knowledge and experience in Macros. Good customer advocacy skills.
• Preferred – Experience and knowledge of the International Networks, the wider Change process and the supporting change systems.
  ITIL foundation level certification.

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.