Solution Delivery Team Lead

Job Description

TITLE: Team Lead Customer Delivery

Location: Bogotá - Colombia

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

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

• To be responsible for leading, managing a team of people in order to satisfy our external and internal customers’ needs

• To support my team’s daily operational work and ensure that they have received all assistance on management level

• To ensure that KPIs are met, and customer satisfaction is increasing

• Drive Financial performance within the operation.

You’ll have the following responsibilities

• Lead, manage and develop Operational teams dealing with standard and non-standard product/service orders/faults or technical enquiries including Service Delivery
• Build and enhance a mutually beneficial relationship with the international suppliers
• Maintain internal relationships across own organisations and, where appropriate, the wider unit
• Attend review meetings with Customers and Account Team Managers to solve/raise issues
• Act as the 2nd level escalation point for customer or internal issues
• Drive process changes to make complex ways of working simpler for their work area and across teams including owning the responsibility for root cause analysis
• Contribute to Customer Service Plan and a Service Development Plan (where appropriate) for each customer or generic service improvement plans as required
• Communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required
• Demonstrate good knowledge of BT products, processes, and their customer base
• Be responsible for resource planning, recruitment and capability matching within their team
• Lead work & job transition with all related tasks
• Drive and play an active part in the Continuous Improvement Project, using Lean methods and reach Bronze Level Accreditation
• Drive people engagement, talent promotions, Performance differentiation and upskilling
• Meet all people management related targets (performance, utilisation, evaluation, coaching, PIP, PDP, training)

You’ll have the following skills and experience

• Decision making and problem solving
• People management & development skills
• Ability to manage operations within budgetary constraints
• Ability to lead, motivate and build successful teams
• Understanding of each clients’ business imperatives
• Great time and task management
• Customer orientation
• Great influencer & negotiator
• High Organisational Skills
• MS Office Skills

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 customers’ 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 Project Professional supports the planning, execution and delivery of complex projects through all specific phases, in alignment with BT Group strategies and external customer contractual requirements.

What you’ll be doing

1. Works with an integrated team in the delivery of end-to-end small-scale projects/ programmes contributing to commercial benefit, deliver on time, within budget and to agreed quality criteria from conception through to market launch and transition into operations.
2. Supports complex and large-scale projects with regional impact (cross-functional), coordinating through delivery of execution, analysis, recommendation and implementation whilst ensuring a base level of technical specialism proficiency.
3. Supports issue escalations, identifies project risks, dependencies and project changes, ensuring timely intervention and communication to stakeholders.
4. Supports the development, documentation and implementation of projects and change initiatives in line with BT Group policies and strategies, defining and maintaining realistic project plans and tracking project finances and progress against agreed quality and performance criteria.
5. Supports timely reporting on project performance and where decision making is required, providing all information needed to enable well-informed decision making.
6. Reviews, suggests and executes process improvements and efficiencies with the engagement and delivery models.
7. Supports the definition, documentation and execution of small projects or sub-projects, agreeing and reviewing project approach, engagement and communications plans, and quality and performance criteria with project partners.
8. Supports in the implementation of ways to improve working processes within the area of Project/Programme Management & PMO.
9. Facilitates effective working relationships between team members, and develops business/ customer and partner relationships, handling problems and issues, collecting and disseminating relevant information.
10. Proactively identifies and manages risk through regular assessment and diligent execution of controls and mitigations, proactively raising any concerns.
11. Ensures project delivery activity complies with the commercial obligations, risks and interdependencies defined within external delivery contract for their projects.

The skills you’ll need

Business Case DevelopmentBusiness StrategyFinancial ManagementContinuous ImprovementRequirements GatheringChange ManagementSchedulingGovernance & AssuranceProject QualityBusiness AnalysisAgile MethodologiesRequirements ManagementTechnical ReportingProject/Programme ManagementDecision MakingGrowth MindsetRisk ManagementInclusive 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.