Technical Delivery Professional

Why this role matters

This position is critical to us as it supports national infrastructure, described as the beating heart of UK technology, where the network's operation is essential for the infrastructure of the UK.

The Converged Core network underpins 40% of UK broadband services and 70% of UK mobile backhaul, along with radio, satellite and subsea services. It supports the UK’s Critical National Infrastructure such as 999 services, Utilities, airlines, MoD and government services. It is imperative therefore that the people who work within Converged Core have a passion for what they do. It is about doing the right thing, in the right way, for the right reasons, ensuring robust and effective outcomes for the long term, protecting both the Network and the millions of people who rely upon it.

Currently, the Converged Core team are amidst one of the largest, most complex programs of work undertaken by BT Networks, which is to transform the Core network estate to next generation infrastructure, software and tooling. The role holder will report directly into the Programme Lead responsible for the development of OSS service capability for the Converged Core. The individual will manage the Problem Management strategy across this and associated programmes, seeking ways to improve & evolving for future programmes, thus ensuring the long-term success of technical delivery within Converged Core and the ongoing protection of our network. The individual will also support the Programme Lead on the day to day running of the programme and provide cover when the Programme Lead is unavailable.

You will join a collaborative team dedicated to problem management within a major national program. Working closely with offshore squads and various internal teams, you will help drive continuous improvement and effective resolution of complex issues, ensuring the stability and efficiency of critical network infrastructure.

This role is based in Birmingham and our hybrid working model means you are expected to be in the office 3 days per week.

You'll have the following responsibilities

• Manage the day to day running of the programme problem management lifecycle, driving defects & the associated Problem Records (PR’s) to a timely conclusion

• Ensure all problems reported are recorded via Jira and ensure all problems are assigned to the most appropriate individuals for resolution

• Carry out weekly Root Cause Analysis reviews, taking necessary action to ensure problems have been mitigated/resolved efficiently and professionally

• Work alongside the Product Manager and Operational Readiness Team to ensure the most appropriate routes to resolution are being deployed

• Work alongside the Agile Coach and Scrum Leads to ensure an Agile approach to the delivery of problem solutions is being adhered to

• Liaise with internal and external stakeholders to offer appropriate reassurance and insight into ongoing problems and the associated implementation stages

• Act as the key interface between processes, teams and customer for all programme problems

• Act as the key escalation and point of accountability for all problems that could impact the programme

• Produce in-depth analysis that will highlight trends, alerting of potential problems and the associated avoidance strategies, tracking on-going problems and the associated mitigations as well as tracking the levels of success or failure of solutions already deployed

• Full accountability for ensuring appropriate short and long-term solutions to problems are implemented in the most robust and effective way giving long-term assurance and protection to the network

• Supports issue escalations, identifies project risks, dependencies and project changes, ensuring timely intervention and communication to stakeholders.

• Reviews, suggests and executes process improvements and efficiencies with the engagement and delivery models.

• Supports in the implementation of ways to improve working processes within the area of Project/Programme Management and PMO where applicable.

• Facilitates effective working relationships between team members, and develops business/ customer and partner relationships, handling problems and issues, collecting and disseminating relevant information

• Process creation and setting into BAU

• Excellent communication and stakeholder management at a senior level both internally and externally

• High degree of business and commercial acumen

• Ability to innovate to resolve complex problems

• Significant experience of leading and delivering complex projects with challenging timeframes

You'll have the following skills and experience

This role requires a combination of character skills and technical knowledge. Key character traits include curiosity and tenacity. A technical background is important, particularly an understanding of the telecom industry, networking components, software development cycles, and testing. Experience in problem management, root cause analysis, and continuous improvement is also necessary. Confidence in communicating with senior colleagues and people from other areas is required, along with the ability to self-direct without constant supervision.

Skills

• Drive & Determination to resolve

• Firm governance and the support of delivery standardisation across the organisation

• Experience of defect management and RCA

• Process creation and setting into BAU

• Excellent communication and stakeholder management at a senior level both internally and externally

• High degree of business and commercial acumen

• Ability to innovate to resolve complex problems

• Requirements gathering

• Scope management / Delivery planning

• Positive and effective communication style

• Change management

• Formal project reporting

• Risk and Issue management

• Innovating for improvement

• Identification of and sharing of best practice

• Continual Improvement

• Ability to operate autonomously

Experience

• Proven experience of managing matrixed teams in a multi-vendor environment

• Proven experience of creating high performing teams and leading them to resounding success

• Evidence of robust risk and issue management

• Evidence of creative problem solving

• Experience of managing multiple stakeholders up to executive level

• Developed a network of strong working relationships you can call upon to support you

• Handled office politics/disagreements whilst maintaining personal integrity

• Used knowledge to negotiate or persuade

• Tackled process/political obstacles to delivery

• Experience using and preferably accreditation in a Project Methodology (Agile/Prince/APM etc).

• Ability to work across matrixed teams

• Some knowledge and experience of business operations, business strategy, financial and operational strategic analysis

• Knowledge and or experience of BT Products Portfolio and BT’s Concept to Market Processes

• Continuous improvement and business improvement experience

Benefits

• 10% on target bonus

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.

• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.

• 25 days annual leave (not including bank holidays), increasing with service

• 24/7 private virtual GP appointments for UK colleagues

• 2 weeks carer’s leave

• World-class training and development opportunities

• Option to join BT Shares Saving schemes