Service Operations Professional

Job Description

Shift Work: The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones.

On-Call Rotation: Participation in an on-call rota is required, which may include responding to urgent issues outside of regular working hours.

Please note that this role requires colleagues to work in shifts and is based in Debrecen (with hybrid working element to it 3 days from the office and two days from home).

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why This Job Matters?

The Service Operations Professional supports operational enablement and readiness of service offerings and capabilities, ensuring that these services are delivered effectively and efficiently for clients by fulfilling user requests, resolving service failures, fixing problems, and carrying out routine operational tasks

Key Responsibilities

• Supporting the resolution of process and service issues by liaising with different teams and communicating key information to other stakeholders as required
• Delivering accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency
• Supporting incident management, prioritization, and diagnostics, and escalating complex customer issues or incidents to operational managers
• Maintaining professional relationships with suppliers, customers, and internal stakeholders
• Carrying out Service Operations initiatives and ensuring that services are aligned with the client's business requirements
• Executing work in the implementation of tactical strategies and improvement plans
• Supporting the operational effectiveness of support services and maintaining contractual and delivery documentation with accuracy and keeping details up to date

Skills Required For This Role!

• Experience with Voice Products
• Cisco Troubleshooting Experience
• Continuous Improvement
• Problem Solving
• Technical Support
• Escalation Management
• Incident Management

Language Skills

• English on a fluent level is a must

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.

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.