Technical Delivery Specialist

Job Description

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About the role

This role strengthens end to end operational governance across strategic partners and internal user communities by driving clarity, discipline, and continuous improvement.

The role ensures:

• Partner performance is measured, visible, and improved through robust KPI frameworks, insights, and structured improvement actions.
• User feedback is systematically captured, triaged, prioritised, converted into deliverables, and tracked to closure to improve tools and colleague experience.

It plays a pivotal role in quarterly governance (QBRs), performance reporting, and service improvement, acting as a bridge between internal users, product & engineering teams, and partner organisations.

What you’ll be doing

1. Partner Performance & KPI Governance

• Own and operate the partner performance framework, including KPIs, scorecards, thresholds, and reporting cadence.
• Ensure performance data is accurate, visible, and actionable, with clear ownership of outcomes.
• Lead performance reviews with partners, identifying trends, systemic issues, and opportunities for improvement.
• Drive and track partner improvement plans, ensuring issues translate into tangible corrective actions.
• Support constructive challenge and escalation where performance or delivery is at risk.

2. Financial Tracking & Cost Governance

• Provide operational ownership of partner related financial tracking, working closely with Finance and Commercial teams.
• Ensure clear visibility of:

1. Partner run rate and committed spend
2. Forecast vs actuals
3. Financial risks linked to delivery or performance issues
4. Track financial actions and assumptions arising from governance forums and QBRs.
5. Support identification of cost pressures, inefficiencies, and avoidance opportunities linked to tooling, ways of working, or partner performance.
   Ensure financial implications are clearly reflected in governance discussions and decision making.

3. Quarterly & Operational Governance (QBRs)

• Plan, structure, and run Quarterly Business Reviews (QBRs) and supporting governance forums.
• Ensure governance discussions focus on outcomes, decisions, risks, and actions, not just reporting.
• Maintain clear logs of actions, owners, and timelines, and ensure effective follow through.
• Provide concise, executive ready governance packs and performance insights.

4. User Feedback & Demand Management

• Establish and operate a clear, disciplined feedback and demand intake process for internal tool users. Ensure feedback is, Logged and categorised, Triaged and prioritised, Converted into clear delivery items or improvement actions
• Track all feedback and improvement items end to end, from intake to closure.
• Provide transparency to users on status, decisions, and delivery progress, improving trust and engagement.

5. Cross Functional Orchestration

• Act as a single coordination point between, Internal operational users, Product owners and engineering teams, Strategic partners and suppliers
• Translate operational needs and user feedback into clear, structured inputs for product and engineering backlogs.
• Support prioritisation discussions to ensure alignment between operational urgency, value, and delivery capacity.
• Monitor progress and ensure delivered outcomes meet operational expectations.

6. Insights, Reporting & Continuous Improvement

• Produce clear, concise performance and governance reporting for senior stakeholders.
• Identify recurring issues, delivery bottlenecks, and improvement opportunities across partners and tools.
• Embed a culture of continuous improvement, accountability, and data led decision making. Bring in process automation, industry standard adoption and tool adoption to streamline and smoothen the process challenges.
• Help mature governance from reactive issue management to proactive performance improvement.

Essential Skills / Experience

• Experience in operational governance, service management, or delivery oversight roles.
• Strong experience managing partner or supplier performance, including KPI based governance.
• Proven experience running QBRs or equivalent senior governance forums.
• Solid understanding of financial tracking concepts (run rate, forecast, actuals, cost drivers) and usage of tools such as SAP, Ariba, SharePoint, etc.
• Ability to structure ambiguity into clear actions, decisions, and deliverables.
• Strong stakeholder management skills across operations, product, engineering, finance, and suppliers.
• Process automation and industry standard tools adoption.
• High attention to detail with strong action and financial tracking discipline.

Desirable Skills / Experience

• Experience working with internal OSS tools, platforms, or OSS/BSS environments.
• Exposure to cost recovery, supplier commercials, or financial governance models.
• Experience operating in multi supplier or strategic partner ecosystems.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a 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 are Customer-First Challengers, who are Committed, Clear and Connected. 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.