Service Management Specialist

Recruiter: Viktória Pálfi-Vincze

Hiring Manager: Nathan Nabi

Career Grade: D

About BT

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.
With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.
If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

About the role

BT International is transforming the way we operate, evolving from traditional network operations to a modern Site Reliability Engineering (SRE) and Platform Operations model.
As a Service Management Specialist, you will play a pivotal role in driving operational excellence across BT International's global platforms and services. You will be responsible for improving operational processes, tooling, reporting, automation, and service performance, ensuring our platforms remain reliable, secure, scalable, and deliver an exceptional customer experience.
Working across Operations, Engineering, Product, Suppliers, and Technology teams, you will identify opportunities to simplify operations, enhance service management capabilities, and support BT International's digital transformation journey through automation, observability, analytics, and AI-driven solutions.
This is an exciting opportunity to influence the future of global operations within one of the world's leading communications providers.

What you will be doing (Role Accountabilities)

Operational Excellence & Service Improvement
• Drive continual service improvement initiatives across BT International Operations.
• Identify, prioritise, and deliver operational improvements that increase efficiency, resilience, and service quality.
• Support operational transformation programmes aligned to BT International's Platform Operations and SRE strategy.

Tooling, Automation & Innovation
• Own and evolve operational tooling and platforms across BT International's network and service domains.
• Identify and implement automation opportunities that reduce manual effort and improve operational outcomes.
• Leverage AI, advanced analytics, and workflow automation to improve fault management and operational performance.
• Collaborate with the ServiceNow Development Squad to enhance ITSM and ITOM capabilities and deliver innovative operational solutions.

Reporting & Data Analytics
• Produce meaningful operational insights through reporting, dashboards, and trend analysis.
• Use data to identify risks, opportunities, and improvement areas across operational processes and services.
• Support data-driven decision making through clear communication of insights to both technical and business stakeholders.

Stakeholder Management & Collaboration
• Build strong relationships across Operations, Engineering, Product, Supplier, and Technology teams.
• Work collaboratively with internal teams and external partners to deliver operational improvements.
• Present recommendations, progress updates, and business cases to senior stakeholders and leadership teams.

Operational Support & Governance
• Support operational teams in resolving tooling, process, and service-related challenges.
• Manage demand, priorities, and improvement roadmaps to maximise business value.
• Contribute to governance activities, ensuring improvements are delivered effectively and sustainably.

What you’ll need to succeed (Skills & Experience)

Essential Skills & Experience
• Proven experience working within an Operations, Service Management, ITSM, ITOM, or Operational Excellence environment.
• Experience using and administering operational support systems and service management tools.
• Strong analytical and reporting skills, with the ability to identify trends and drive data-led improvements.
• Demonstrable experience delivering continual service improvement initiatives from concept through to implementation.
• Experience managing workstreams, projects, or delivery activities using Agile methodologies and tools such as Jira.
• Excellent stakeholder management skills, with the ability to engage technical teams, suppliers, and senior management.
• Strong problem-solving skills with the ability to identify root causes and develop practical solutions.
• Excellent communication and presentation skills.

Technical Knowledge
Experience in some of the following areas would be advantageous:
• IT Service Management (ITSM) and IT Operations Management (ITOM)
• ServiceNow administration and development collaboration
• Operational reporting and analytics
• AI-enabled operational tooling
• Networking and IT technologies including:

o Voice Services
o IP Networks
o MPLS
o SD-WAN
o AWS

BT Group’s Behaviours
Customer First - Prioritize customer needs in every decision and action.
Challengers - Challenge the status quo and bring innovative ideas to life.
Committed - Own outcomes and deliver with integrity.
Clear - Communicate openly and simply, ensuring alignment.
Connected - Collaborate across teams to achieve shared goals.

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.