SEM 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?

Our aim is to create a world-class BT Business unit that delivers long-term value for our customers, colleagues, partners, investors, and other stakeholders, both in the UK and internationally, across the full range of business segments from small enterprises to governments and multinational companies. This includes:

•    Driving full integration of channels and products to best serve our business, government, and wholesale customers in the UK and internationally.
•    Investing strategically in present and future needs of customers, aligned behind common digital, network and security platforms.
•    Accelerating our transformation plans and delivery of next generation products and services, making it easier for customers to do business with BT and for BT to transact more profitably with customers; and continuing to invest in the skills, technology and partnerships required to return to growth and become the leading provider of secure multi-cloud connectivity.

Why this job matters

Service Control is a function providing ITIL excellence which creates customer trust and value, helping us win new and keep existing business. We provide governance to the Managed Service organisation to ensure we demonstrate and evolve expertise in IT Service Management, keeping ahead of our competitors. We have a deep understanding of the ITIL framework and best practices which allows us to effectively assess and address the needs and challenges of our customers. By leveraging their knowledge and experience we provide valuable insights, guidance and solutions that align with industry standards and help our customers achieve their business objectives. We are the product that BT Business is selling, our customer pays for our expertise as they know they are working with professionals who can effectively manage their IT services and deliver tangible results for their business. We are recognised by customers as a value proposition, our expertise assures optimum cost and customer satisfaction.

Working closely with your peers across Service Control and with the Managed Services leadership team and wider Business and BT stakeholders, you will co-ordinate and drive the Managed Service in life change and improvement agenda. You will lead on our approach to channel and product agnostic process mapping, designing workflows, digitalisation and automation agenda that align to our strategic goals, and enabling a world class service and customer experience for optimum cost to serve. Your work cuts through organisational boundaries and you’ll thrive for enhanced collaboration, innovation, commerciality, and delivery of outcomes at pace. 

•    You’ll be responsible for the creation of and driving the Annual Investment Plan for Service, ensuing plans to deliver the Managed Service strategy are understood and underpinned (c.£10m capex). 
•    As an expert tracker you will ensure all projects costs and benefits are tracked and budgets-controlled working with the senior leadership team, finance director, HRBP and financial controller for Managed Service. 
•    You will lead on all Managed Service transformation team and programme KPI reporting.
•    Overall accountability for in-unit change management deliverables. 

What you will be doing – your accountabilities

•    Design and delivery of Managed Service Annual Investment Plan including collaboration with Contract leads, MU, Product, props and MU on strategic direction and business case reconciliation for all things Managed Services.
•    Unavoidable maintenance build and controls, including approval of unavoidable maintenance spend.
•    Tracking of all unavoidable maintenance approvals, timeline of spend and user stories.
•    Construction of Managed Service transformation submission to annual MTP build.
•    Delivery of Managed Service business case design and all approvals of investment required.
•    Design of Managed Service scorecard and associated monthly performance
•    Design and delivery of all Managed Service transformation KPI tracking including BTB /EPO reporting to be shared at CEO and COO level, Market Unit reporting and internal Managed Service reporting at all levels of the organisation.
•    Production of monthly forecasting of cost saving performance against target.
•    Monthly Reconciliation of all transformation financial reporting with Managed Service HR and Finance business partners and wider HR and Finance stakeholders as required.
•    Monthly reconciliation of all transformation financial reporting with the Service Resource Planning team.
•    Monthly reconciliation of all capex and Opex spend against budget.
•    Management of Digital and Network stakeholders in order to manage capex and unavoidable maintenance spend within budget envelope.
•    Leads on Ariba process management in order to ensure appropriate receipting and tracking of Managed Service transformation and unavoidable maintenance spend. 
•    Raising purchase orders associated with approved capex and unavoidable maintenance budget spend.
•    Co-ordination of all Managed Service Transformation milestone and risk reporting feeds into central risk management function.
•    Production of all Managed Service Enablement performance and utilisation reporting and ownership of continuous improvement action planning.
•    Overall accountability for in-unit change management deliverables.
•    Accountability for the leadership of the direct reports – up to 7 people leading change work packages up to the value of £1million cost savings each.
•    Accountable for all line management activities required in order to coach and develop each member of the team, driving a high performing team.

Skills required for the job

•    Stakeholder management and influencing - effective communication, influencing, coaching and negotiation skills; leverage a variety of communication channels internally and externally, to meaningfully engage with a wide range of senior stakeholders 
•    Continuous improvement focus – thrive to improve operational processes and practices; apply thought leadership and knowledge of industry best practice, to advocate and embed consistent processes, practices, and ways of working that improve and continuously evolve the effectiveness and efficiency of our operation
•    Programme/Project Management - execution and delivery of complex projects/ programmes, leading issue escalations, project risks, dependencies, and project changes, ensuring timely intervention and communication to stakeholders.  
•    Commercial acumen – deep knowledge of relevant commercial and financial drivers of Service and Business performance, and able to apply this knowledge to inform data-driven plans and decisions
•    Data analysis – use data to generate actionable business insight and intelligence, to inform decisions
•    Problem solving – conduct root cause analysis, identify and prioritise alternative solutions to modernise and improve our operations, and implement selected solutions through to adoption
•    Data Storytelling – effectively communicated insights from a dataset using narratives and visualisations
•    Expert tracker - ability to track business benefit and programme cost impacts

Leadership Standards

•    Leading inclusively: I inspire and build trust through self-awareness, honesty, and integrity
•    Owning outcomes: I take the right decisions that benefit the broader organisation
•    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
•    Growth mindset: I experiment and identify opportunities for growth for both me and the organisation
•    Building for the future: I build diverse future-ready teams where all individuals can be their best

Experience you would be expected to have

Mandatory:
•    Change management experience
•    Ability to analyse, manipulate and present data to underpin your change story 
•    Ability to challenge the status quo and have difficult or challenging conversations, keeping calm under pressure
•    Ability to drive progress via matrix management, via teams with potentially conflicting goals or objectives
•    Resilience and tenacity: comfort in chasing for inputs to keep all reporting on track and handle ever changing requirements for presentation of our transformation and benefit story
•    Able to manage with high levels of ambiguity
•    Understanding of a Managed Service operation
•    Financial and commercial awareness and ability to drive cost saving and customer experience benefits
•    Knowledge of benefit tracking and reporting

Preferred:
•    Change Expert: Proven track record in the field of Business Improvement (Six Sigma) and/or Programme Management (APMP, Prince2) and/or Agile Methodology. 
•    ITIL4 Foundation accreditation

Key decisions

The role holder will use RAPID principles to build business cases that underpin the Managed Service and wider Enterprise strategy.
Be the guardian of Managed Service Capex allocation and ensure all money are spent with appropriate business outcomes in mind.

What we offer

Compensation and benefits:
•    Attractive salary
•    Cafeteria package  - HUF 600,000/ year
•    Performance-based bonus 
•    Comprehensive private health care package for all the employees, which can be extended to family members
•    Nursery support for mothers returning from maternity
•    Extended paternity leave: 10+10 day fully paid days
•    Commuting allowance
•    Home office allowance 
•    Employee discount opportunities 
•    Highly affordable mobile packages for the family as well

Work atmosphere and community:
•    New high-class offices both in Budapest and Debrecen
•    Wide-range of company and community programmes (including support for different sport activities)

Flexibility:
•    Family-friendly culture
•    Smart working approach (hybrid working model, 3 together, 2 wherever)

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.

In case of internal application

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process.