Technical Delivery Operations Manager

Job Description

Location: Dundrum, Dublin

Internal Closing Date: 14th August

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 BT Ireland Customer Services

In Ireland, we operate globally and deliver locally, serving multinational corporations, indigenous exporters and public sector organisations in every segment of the Irish economy, as well as other major communications providers through our wholesale channel. Our portfolio is a powerful combination of cloud services, global networking, IT integration, carrier voice and data services, contact centre solutions and professional security expertise, enabling customers to solve complex business communications requirements on a global scale.

In Customer Service, we exist to serve our customers and allow their businesses to be successful by delivering leading edge technology and ensuring it operates successfully at all times. The technology we provide allows Businesses & People to go about their daily lives and is crucially important in the many sectors we serve including; Tech, Financial Services and Life Sciences.

Why this job matters

The role holder is responsible for the management of a complex technical operational area delivering products and services primarily to wholesale and domestic customers. Will manage, lead and motivate a team of complex and diverse technical, delivery and data professionals dealing with complex services in the planning, build, delivery and reporting fields. Will engage in the effective evolution, improvement and delivery of all products & services offered to customers.

This role will require frequent external and internal customer engagement. The role is also accountable for the relationship with our main suppliers in BT Ireland from an operational perspective including driving improvements and driving transformation in the relationship.

The role holder will ensure that network elements, products and associated management systems are planned and provisioned to meet the demands of business and customers.

The role will be responsible for resource planning to meet work volumes to ensure team meets commitments and KPI requirement around financial budgets, people, operational performance and customer targets.

Ownership of relationship with customers and improvement of the customer experience through transforming the team, continuous improvement methodology and driving automation initiatives.

What I'll be doing - your accountabilities

• Accountable for delivering and shaping Technical Delivery strategy to enable the achievement of the Technical delivery and delivery organisations goals.
• Lead, motivate and manage a team of professionals on daily activities to drive lead time improvement for the customer and improve right first time performance of the end to end delivery provide and cancellations processes.
• Ensure the team activities are completed according to specification and customer requirements.
• Work across Lines of Business, and with internal and external suppliers to deliver high quality of service
• Manage external suppliers performance to ensure a great customer experience.
• Continually drive for outstanding Customer Service and Satisfaction, and lead an absolutely customer focused approach to doing business through continuous improvement ways of working.
• Support the development of technology, products and services responsible for developing strategic service models to meet customer requirements.
• Work in partnership with the delivery and design teams to ensure the Network is able and ready to support the new product & service offerings to customers.
• Drive operational transformation and improvement initiatives.

Skills required for the job

• Story-telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Business acumen and Commercial Awareness: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, budget management)
• Dynamic leadership capability and vision to set strategic direction, with a proven track record in delivering high client satisfaction, productivity and people motivation.
• Negotiation, communication and interpersonal skills are required at peer, senior management and director levels within BT, Client and Supplier organisations.
• Technical, service and/or operational experience.
• Continuous drive for improvement across all metrics with ability to engage the team by using CI methodologies.
• Strong management skills – objective setting, people development, decision making, and motivating a team.

Experience you would be expected to have

• Manadatory to have 3+ years experience in managing and developing people.
• Preferred experience in process improvement.
• Preferred experience in Financial management of budgets with commercial acumen.
• Preferred skills in managing technical teams.
• Preferred experience in supplier performance management
• Knowledge of the telecoms/service industry. Relationship building skills internally and externally

Benefits

BT Ireland has recently received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.

We’re committed to providing great rewards to the people who drive our success. That’s why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications.

As you grow and develop, your benefits will grow with you. What shape they take all depends on what direction your career takes.

• Encouragement of Flexible working
• 10% annual on-target bonus
• 6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial health
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities
• Life Assurance from 1st day of employment (4 times basic salary)
• Permanent Health Insurance cover (income continuance)
• 25 days of holiday entitlement, and the opportunity to buy up to five more days every year
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Free broadband if our service is available at your address
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans
• Opportunity to take time off for volunteering, and we’ll help with your fund raising too
• Subsidised sports and social club
• Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.