Service Management Professional

Recruiter: Krystle James

Career Grade: E

Expiry Date: 16/09/26

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.
You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

About the role

As a Service Management Professional, you will support the key Obligatory systems which ensure BT’s compliance with Targeted Interception (TI), Data Detention (DR) and Data Disclosure (DD) legislation in the UK and Globally. You will be supporting the delivery of these services and platforms by coordinating operational processes, monitoring service performance, managing incidents and changes, and working with technical teams to ensure incidents and changes are effectively managed, and users receive reliable and high-quality IT support. The role focuses on maintaining service levels, delivering support models for new services, reviewing service metrics KPIs (Key Performance Indicators) improving customer satisfaction, and contributing to continual service improvement initiatives.

This job role is based in Ipswich. Hybrid (3 days office based & 2 days remote). Mon-Fri 37.5. DV Security Clearance is required. Must have lived in UK for 10+ years to obtain clearance.

What you’ll be doing

• Monitor the performance and availability of IT services.
• Provision of regular reports on service performance and achievements.
• Support incident, problem, and change management processes.
• Help coordinate responses to service disruptions and outages.
• Track and report on service levels and key performance indicators (KPIs).

Essential Skills / Experience

• IT Service Delivery
• Issue Resolution
• Escalation Management
• ITIL 4
• Business Process Improvement

Desirable Skills / Experience

Essential Skills/Experience

• Knowledge of IT infrastructure, applications, networks, and cloud services.
• Understanding of IT service management (ITSM) principles using ITIL
• Familiarity with service management tools such as ServiceNow and Jira,
• Communication and stakeholder management.
• Problem-solving and analytical thinking.

Desirable Skills/Experience

• Knowledge of obligatory systems and the governing regulatory & legal framework
• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).

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.

Ready to connect for good and help shape the future? Apply now

#LI-Hybrid

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.