Service Management Team Lead

Job Description

Why this job matters

The Service Management Team Leader coordinates resource allocation as well as supports across assigned customers, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you’ll be doing

1. Coordinates the work of a team in delivering service performance capabilities at core business processes by ensuring service operations meet customer standards.
2. Ensures consistency in onboarding new solutions/services/products.
3. Contributes to the delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
4. Coordinates processes aligned with the group including change management, service governance and assurance, risk and data management.
5. Coordinates the execution and planning of development projects, processes and activities in collaboration with relevant partners and stakeholders with customers and internal networks.
6. Contributes to client solutions and operations through leading several key contact points across a range of customers coordinating effective end-to-end service relationships during service lifecycles.
7. Participates in service review meetings and joint escalation calls with suppliers and support groups.
8. Coordinates the implementation of resolution plans and strategies for incidents and problems according to pre-specified SLAs (service level agreement).
9. Implements measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
10. Ensures consistency with security and compliance policies and procedures within service/solution operation scope and to internal and external regulations.
11. Reviews the performance of different suppliers and support groups, and adherence to the contract determining business cases with supplier partnerships.
12. Ensures effective and diligent performance evaluation and reporting processes in order to understand the customer's pain points.

The skills you’ll need

IT Service DeliveryRegulatory ComplianceCommunicationFinancial ManagementContinuous ImprovementProblem SolvingService Level Agreement ManagementCustomer ExperienceRisk ManagementCustomer Relationship ManagementBusiness Process ImprovementTalent ManagementTechnical ReportingEscalation ManagementDecision MakingGrowth MindsetQuality AssurancePerformance ManagementInclusive LeadershipITIL 4 (Information Technology Infrastructure Library)

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.

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.