Field Optimisation Delivery Professional

Why this job matters

Engineering Services is at the heart of BT's service delivery - we plan, build, and maintain BT’s 5'700 exchanges and 289 radio 
sites across the UK and we maintain 10 data centres and 25 EE sites. 
We understand and care about what our customers need. ES helps BT provide an "always on" customer service experience in 
an increasingly demanding world. Our job is to keep the BT network safe and working 24/7/365. We are also excited to be 
building the networks of the future – 5G, software defined networks, and network convergence, to name a few. 
We stay one step ahead and respond to our customers’ ever-changing needs. We react quickly and are always looking to 
improve our responsiveness and reliability.

In a nutshell, we use our engineering expertise to protect and build the services of today and tomorrow, for our customers -
around the clock and wherever they are – and we need you to help us do this. The Site Reliability Engineering Professional is responsible for supporting BT to be in the best position to deliver the service performance, reliability and availability that internal and external customers expect.

What you’ll be doing

You will be accountable for the building of complex and 
evolving delivery plans, making sensible, commercial 
decisions to support service performance and mitigate 
risk.
• You will lead and motivate the Delivery Agents on the 
processes and procedures required to be followed to 
deliver field operations with accurate, deliverable work. 
• Clarify and agree Network Field Services business / 
delivery priorities and use to set team direction.
• Own delivery performance: Identify performance concerns 
and lead team to undertake structured problem solving to 
continuously improve performance. Accountable for being 
able to articulate how the plan is delivered but also what 
this means to the business.
• Build and maintain relationships across own organization, 
and where appropriate, the wider unit
• Own and progress escalations until completed to customer 
/ internal stakeholder satisfaction
• Own issues that cannot be resolved by Agents, working 
with Demand Owners and wider ES stakeholders to agree 
corrective action
• Work with Key Programme Delivery Managers and 
Enablement Managers to design, develop and agree plans 
to ensure demand is delivered on-time via the monthly 
plan. 
• You will be responsible for helping to create an inclusive 
working environment where people from all backgrounds 
can succeed. Diversity makes sense for us, for our 
customers and for our future.
• H&S as a priority – health and safety is our number one 
priority – you’ll have a good knowledge of our key health 
and safety guidelines, and you’ll be able to demonstrate a 
good understanding of why we always take health and 
safety extremely seriously

Skills and Experience

 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
• Commercial Awareness- requirements and impact
• Innovation, complexity of problem solving and 
independence of thinking 
• Stakeholder Management: Able to establish and 
maintain internal and external stakeholder 
relationships and facilitates mutually beneficial 
negotiations to develop solutions
• Inspiring and Engaging Leadership: Inspiring and 
engaging leadership capability which fosters a 
culture of empowerment, inclusivity, ownership 
and pride in the estate and the work we do. 
• One Team Approach: Demonstrating broad 
thinking and collaborative behaviour.
• Risk Management: The ability to identify risks, 
balance the threats and opportunities associated 
with the risks, take appropriate mitigating action 
against the risks and track, and manage risk over 
their lifetime. 
• Problem Solving: Must be able to proactively solve 
business problems that deal with uncertainty e.g.,
demand profile planning including location, skill,
and resource. 
• Business/ Financial acumen: Knowledgeable in 
business strategy and the drivers of organisational 
performance, including people drivers of 
performance and financial literacy (e.g. business 
KPIs (Key Performance Indicators), business cases
• People Management: able to confidently deal with 
managing a team of people and dealing with 
performance issues where required. 
Connected leaders behaviours Experience you would be expected to have
Select the 3 Connected Leaders behaviours most suitable to 
the job. Refer to the Connected Leaders site on the Academy 
for more information on the BT Connected Leaders framework 
and for the list of 8 Connected Leader behaviours.
• Customer Champion 
• Collaborative Partner 
• Change agent 
• Successful delivery of a range of small to large
programmes would be desirable
• Working with senior stakeholder managing 
conflicts in delivering enablement solutions in a 
timely manner at optimum cost.
• Working with internal and external partners to 
deliver to quality and on time expectation.
• Experience and proficient in Microsoft office 
packages
• Implemented change initiatives, ability to adapt 
quickly and deliver change effectively. 
• Previous people management skills

Benefits

•    10% on target bonus
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    25 days annual leave (not including bank holidays), increasing with service
•    Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes.
•    Discounted broadband, mobile and TV packages
•    Access to 100’s of retail discounts including the BT shop