Service Manager

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 Business Unit/Funciton

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business

Why this job matters d

A very exciting opportunity to work with BT Radianz who operate one of the largest global financial platforms connecting both Tier 1 global financial institutions (Banks, Brokers, Stock Markets) through to disrupting Fintech start-ups to build and maintain positive and long lasting relationship with the customer. Service Manager is the spokesperson, bridging all the correspondence between a customer and service provider. Perform all post-sales support function which includes service reviews, performance reporting, incident management, inventory and billing support to drive customer success and upsell opportunities.

Accountablities

• Interface for major clients in Tokyo for customer services
• To develop an in-depth working knowledge of the customers business
• Will also be involved in new business and sales initiatives, providing support and service information to support Bids and pipeline
• Responsible for end to end service levels and service performance for customers business areas.
• Delivers contractual SLA performance, resolves customer contractual issues, and continually improves customer satisfaction.
• Capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business base. 
• Provides stakeholder management within BT, customer and/or third-party supplier’s organisations.
• Creates value, acts as a trusted advisor, manages expectations, and can negotiate mutually beneficial outcomes and resolve conflict.
• Owns and resolves escalations within BT, customer and/or third party.
• Influences business decisions and outcomes at peer to senior management level.
• Drives virtual teams of experts/specialists.
• To deliver effectively on all aspects of their contributions to BT business (regardless of whether or not it’s directly related to Service Management).
• Where required, provide support/oversight for functional teams (Billing, MyAccount, Cash Collections, etc.) for managed accounts or through the Ad-Hoc process, ensuring that client expectations and high standards are maintained. Manage client escalated issues and track them to resolution on their behalf, providing frequent and clear communication throughout.

Skills required for the job

• Service Management experience, not necessary but preferable with financial markets clients in the connectivity sector.
• Knowledge and experience in supporting customer contracts.
• Proven ability to build strong relationships with customers and colleagues to drive successful outcomes.
• Good understanding and experience of network and security technololgies to CCNA level or experience
• Champion our customers’ in everything I do.
• Working knowledge and understanding of billing and financial management processes
• Be a self-learner and build knowledge of the BT Radianz products and services and how they apply to the global Capital Markets

Experience you would be expected to have

• Japanese language – written and oral (Business use)
• English language – written and oral
• Experience of supporting Networks preferably on a global basis and associated operating models
• Experience working with customer facing role and ability to meet or exceed the customers’ needs in line with the business requirements.
• Excellent communication and interpersonal skills

:

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.