Service Management Specialist

Job Description

TITLE Client Services Specialist

Location:São Paulo (Office based)

Flexible Working / Hybrid - Office and Remote combination

Why BT Business

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.

About the role

The purpose of the Client Services Specialist role is to act as a trusted consultant and advisor to customers, ensuring their operational expectations align with BT's products and services to achieve desired business outcomes. They support strategy alongside the account team, communicating effectively with mid to senior operational and delivery executives to address specific delivery or service issues, mobilize resources, and implement service improvement plans, while upholding Service Management best practices and governance standards to drive positive customer experiences and outcomes.

You’ll have the following responsibilities.

• Strategic Support: Collaborate with the account team to facilitate strategic initiatives, providing insights into customer needs and preferences, and inputting into operational and service design to support BT bids and align with customer requirements.
• Stakeholder Engagement: Communicate effectively with mid to senior operational and delivery executives, presenting at a senior level with confidence to gain customer buy-in and confidence in BT, while being accountable for outcomes and commitments.
• Service Improvement Planning: Take direct responsibility for creating, managing, and implementing Service Improvement Plans on customer accounts, identifying problem statements, mapping situations affecting customer KPIs or experience, and engaging with relevant ITIL stakeholders to provide solutions for positive outcomes.
• Issue Escalation and Problem Resolution: Engage with internal stakeholders and resources, including Senior colleagues on the account or Front Office stakeholders, to escalate and address issues effectively, mobilize senior resources, and ensure timely resolution of customer concerns.
• Communication and Relationship Building: Effectively communicate with customers to develop virtual relationships, supporting them and maintaining strong customer rapport through proactive communication and problem-solving.
• Compliance and Continuous Improvement: Adhere to ITIL 4 standards and processes, demonstrating solid time management skills, initiative in addressing difficult scenarios, and actively contributing to process development and improvement initiatives.
• Matrix Environment: Effectively associating with specialist areas, coordinating with various SMEs/functions on account, including SLA management, risk, audit, CSI, knowledge, and NPS. Responsible for coordinating plans and initiatives within the matrix environment to ensure seamless collaboration and achievement of objectives.
• KPI Monitoring and Improvement: Monitor Key Performance Indicators (KPIs) and experiences, identify situations affecting them, and engage relevant.

You’ll have the following skills and experience.

• Bachelor’s degree in relevant field is a must.
• Fluent English level is a must for this role (interviews will be happening in English language)
• Willingness to be 3 times per week on our São Paulo office.
• Effective management (and resolution) of escalations from team
• Deep understanding of Service Management best practices frameworks such as ITIL
• Experience with development of solution processes.
• Experience with project management methodology and techniques.
• Customer Experience Metrics: Experience with customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures is beneficial, demonstrating a focus on enhancing customer loyalty and satisfaction.
• Proven extensive experience within a Service or Delivery organisation.

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

• Competitive salary and on-target bonus plan
• Training and development opportunities
• Career progression in BT Security and across BT with our internal development programme
• Annual leave as per the local country leave agreement

BT values and supports diversity in all its manifestations. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity, and the contribution they make. We do not allow any form of discrimination on the basis of race, age, gender, skin color, nationality, religion, sexual preference, physical or mental disability, and/or any other group protected by law. When we say you’re welcome at BT, we really mean it.

Who is BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. Our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.

#LI-Hybrid

We encourage you to apply to any roles that you are interested in. All roles posted will be tied to a strategic location (unless a customer-based role). Colleagues outside of strategic locations may be considered for promotional or lateral opportunities on an exception basis only depending upon the nature of the role and if BT is unsuccessful in filling the role with a qualified local candidate.

BT Americas Internal Application Process:

Please apply officially to this role on the BT Internal Career Site. The designated BT Americas Talent Acquisition Professional will review your application, verify your eligibility for transfer and contact you directly prior to submitting your information for review to the hiring manager. This process must be followed within all of BT Americas for all roles and by all internal applicants. Relocation support for this position is not currently available. If you have questions regarding this role or process, please contact the BT Americas Talent Acquisition contact for this job.

Employee Referrals:

If you would like to refer a friend for this role, please first check if it is advertised externally by going to the external BT Career Site. If it is externally advertised, you can refer them by simply sending them an email with the link to the job (and include the Job #). Please ask your referral to apply and remind them to enter your name and/or email address on their application, and this will then reflect that you are the referring employee. Please keep those referrals coming! For more information about BT’s Refer a Friend policy, please go to One HR / Refer a Friend

Why this job matters

The Service Management Specialist executes a range of workstreams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you’ll be doing

1. Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.
2. Leads the service review meetings and joint escalation calls with suppliers and support groups.
3. Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
4. Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
5. Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
6. Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
7. Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act). Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
8. Drives the liaising between both external and internal complementary partners within the relevant service support system.
9. Ensures the performance of different suppliers and support groups, and adherence to the contract.
10. Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer's pain points, identifying actions to improve customer satisfaction.
11. Mentors other members of the team, helping to improve the team's abilities by acting as a technical resource.
12. Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
13. Acts as the BT representative and expert for internal and external audits.

The skills you’ll need

IT Service DeliveryCommunicationContinuous ImprovementIssue ResolutionProblem SolvingService Level Agreement ManagementCustomer ExperienceCommercial AcumenStrategic PlanningTechnology GovernanceData ManagementEscalation ManagementIncident ManagementDecision MakingGrowth MindsetQuality AssuranceInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.