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BT Business • Building No 14 Sector 24 & 25A, Gurugram, India

Service Resource Partner

Salary:  Competitive

2 days/week at home

A little flex time

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Job Description

Why this job matters

Our ability to Transform BT due to our changing and turbulent business landscape is challenging. BT needs to fundamentally rethink the approach to the workforce, work and the way we operate to drive organisational success. As the next wave of digital disruption technologies take hold (eg, AI, robotics) new evolving, quick paced external workforce trends (partnerships, working patterns and preferences) – we need to plan for and adapt quickly to be competitive.

The role holder is the process owner for front door demand requests into the Service organisation. Accurate demand management is critical to Service as our resources are both revenue generating and customer facing therefore we have direct accountability to deliver strategic performance. The role holder will be a subject matter expert in Service outcomes with knowledge of existing front door processes and ideas on how these can be evolved via collaboration with key stakeholders to deliver a best-in-class experience for all process users.

What you’ll be doing

• Accountable for a given number of demanding service or vertical directorates, ensuring governance and grip on all things resourcing knitting together demand, supply, transformation to communicate outcomes at a Director and MD level, including financial and people impacts.
• Ensuring that end customers, whether contract or product aligned, receive the service they have requested and the right price point for the business (right resource, right place, right skills, right cost)
• Build collaborative stakeholder relationships with all functions delivering Service capability, within and outside of their focus directorates to optimise the effectiveness of resourcing and represent resourcing needs with Finance and HR partners and key stakeholders such as MU & product line
• Lead by example, setting the pace and direction across the team
• Collaborate with peers and highly motivated stakeholders to ensure consistency of approach and outcome across all directorates within BT Business
• Take well-evaluated risks and be audacious in making decisions and taking action
• Challenge all operational & professional functions delivering Service capability to optimise skills, utilisation, and cost effectiveness of all resources aligned to their channel
• Direct, influence and impact of complex multi-functional operational or vertical teams of up to 8,000 people on a global basis, underpinning TLR / TLC / EBITDA outcomes in current financial year and across the medium term plan
• Advise, inform and give direction on business impacts of end-to-end resourcing decisions

Skills required for the job

• Knowledgeable in business strategy and the drivers of organizational performance, including drivers of customer demand from new and existing customer bases, people drivers of performance and financial literacy
• Being receptive and proactive to organizational challenges with intimate knowledge of business units. Acting as partner with operational teams for their end-to-end resourcing needs
• Depending upon the directorate, will require Security clearance up to DVV level and an understanding of the associated responsibilities and obligations
• Knowledge and experience of best-in-class resource planning
• Storytelling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Ability to process complex ideas and think logically; perceives and understands others
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Ability to lead virtual teams through transformation and continuous change
• An excellent communicator who works highly effectively with sales, markets, and operational leads to ensure demand in the channels matches service resource.
• Acts with integrity and takes responsibility for own actions and responses

Experience you would be expected to have

• planning, forecasting, and scheduling across large service organizations
• Desirable Professional Planning Forum accreditation to Specialist level
• Experience of engaging with B-level stakeholders within the business to understand their organisation and customers and work collaboratively on resourcing impacts and solutions

Teamwork is the key to our success. You’ll fit right in our team of professionals from a wide variety of backgrounds all driven to make a real difference for BT Business

Connected leaders behaviours

• Collaborative partner - build networks with stakeholders who share in the business unit agenda, removing barriers to collaboration.
• Change agent - lead complex change programmes, supporting teams to perform effectively in all circumstances.
• Commercial thinker - implement breakthrough ideas and propositions that benefit our business, using your understanding of external market forces and internal commercial drivers.

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.


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.


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.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom

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