Service Management Analyst

Job Description

Recruiter: Jayson Coley-Wynters

Career Grade: Team Member (Competitive + Benefits)

Internal Closing Date: 28/11/2024

Why this job matters

The role of the Service Management Support sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.

The purpose of the Service Management Support role is to provide support to other processes that sit within the team. This role will support Service Management functions including Change and Configuration, Service Transition, Reporting, Supplier & Call Management and Knowledge.

Change Management - Controls the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. The Service Management Support will be required to review and validate Minor Change Requests and monitor the Change Management mailbox.

This role can be based in Exeter. Hybrid (based on client site 3 days & 2 days remote) Mon-Fri 9am-5pm. Must be UK resident for 5+ years in order to obtain SC NVPP3 clearance.

What you'll be doing

• Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
• Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
• Recommending and working with all Service aspects to help implement improvements to the process.
• Participation with any new business coming into the team.
• Be cleared to the required security level to ensure compliance to contractual and governance requirements.

Essential Skills

• The ability to interact successfully at all levels of the internal and customer organisations.
• Excellent communication and negotiation skills
• Strong ability to persuade and influence client and stakeholder relationships.

• Self-starter capable of working off own initiative.
• Highly customer focused with excellent interpersonal, influencing and communication skills.

What we'd like to see on your CV

• Proven track record of working collaboratively to develop better ways to work together.
• Thorough understanding of customer/contract or programme and knowledge of BT products
• Knowledge and experience of ISO20:000 2018 Standards, working in an ITIL conformant organisation.

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 22 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

#LI-Hybrid

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.