Delivery Manager Professional

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 are looking for, we would love you to be part of our future. 

Why this job matters

As the Global Delivery Manager, your role is pivotal in ensuring the successful delivery of BT's standard products and managed solutions to a diverse range of customers worldwide. Here's why your role is crucial: Responsible for driving and delivering contracts up to 500 million in value.

You will oversee the delivery of BT's standard products and managed solutions, catering to the needs of Global customers. Your role involves managing internal resources, internal and external customers,  external third-party suppliers, to ensure on-time delivery, right-first-time deployment, and customer satisfaction. By developing and executing strategic delivery plans, you drive operational excellence and ensure alignment with business objectives.

Experienced delivery manager responsible for planning and managing the delivery of complex and/or multiplestandard project(s) in line with scope, cost, time and quality throughout the life cycle of a contract/s.

Your interactions with internal stakeholders such as Product Line, Ordering, Configuration, and Field teams, as well as external suppliers, are essential for seamless coordination and execution of delivery activities across Global. By fostering collaboration and effective communication channels, you ensure alignment with organizational goals and customer requirements specific to each segment. Additionally, you serve as a liaison between different functional teams, facilitating smooth handovers and resolving any issues or conflicts that may arise during the delivery process.

Your focus on key performance indicators (KPIs) related to on-time delivery, cycle time reduction, and service level agreements (SLAs) ensures that delivery operations meet or exceed customer commitments across all segments. You actively monitor performance metrics and identify areas for improvement, driving continuous optimization of delivery processes and workflows tailored to the unique needs of each segment. In case of jeopardy situations or risks that may impact delivery timelines or quality, you take proactive measures to mitigate risks and maintain service quality, ensuring customer satisfaction and loyalty within each segment.

Fostering collaborative partnerships with suppliers and holding them accountable for their deliverables, you ensure seamless integration of external resources into the delivery ecosystem, enhancing overall efficiency and effectiveness across all customer segments.

Key Responsibilities

• Collaborating with internal stakeholders, including project and delivery managers, account managers, and contract managers, to ensure alignment and effective delivery of products and solutions. Additionally, you manage relationships with external third-party suppliers, ensuring compliance with contractual agreements and service level commitments.
• Ensuring the successful delivery of Data, Voice, Cloud, and Internet products/solutions, including bundled or unbundled Customer Premises Equipment (CPEs). You oversee end-to-end delivery processes, from quoting and pricing to billing and service maintenance, while maintaining a focus on quality and customer satisfaction.
• Driving initiatives to optimize costs, reduce failures, and improve the right-first-time (RFT) rate. You lead transformational change efforts, leveraging data analysis, customer insights, and process re-engineering to enhance delivery efficiency and effectiveness.
• Establish key performance indicators (KPIs) and performance metrics to monitor and evaluate the effectiveness of global delivery operations. You will analyze performance data, identify trends, and provide insights to senior leadership for informed decision-making and continuous improvement.
• Identify, assess, and mitigate operational risks and challenges that may impact delivery performance or customer satisfaction. You will develop risk mitigation strategies and contingency plans to ensure uninterrupted service delivery and minimize potential disruptions.
• Foster collaboration and alignment with cross-functional teams, including Project management, sales, marketing, finance, and IT, to support integrated business operations and drive collective success. You will serve as a liaison between global delivery operations and other functional areas, facilitating communication, alignment, and shared goals.
• Engage with key customers to understand their evolving needs, expectations, and feedback regarding delivery operations. You will proactively address customer concerns, drive service improvements, and build strong relationships to enhance customer loyalty and retention.

Experience you would be expected to have

• Previous experience in managing Bespoke operations or similar roles within a fast-paced environment including a good knowledge of BT products and current technologies.
• Proven ability to run delivery across large projects/ programmes
• Track record of building successful relationships with stakeholders and managing customer expectations.
• Co-ordinate with cross functional teams
• Create bespoke reports when needed to support or monitor delivery in any areas
• Security clearances may be required based on location and business needs.
• ITIL / CCNA professionalisation is preferred.
• The ability to review delivery areas and implemenet improvements
• Have a good understanding of Global delivery and how delivery interacts across the stages
• Take ownershio and accountability for your area of responsibility

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.