Technical Training Specialist

Why this job matters

The role’s primary function is to deliver highly effective learning interventions. The role holder will do this with a clear understanding of how L&D impacts and contributes to the business objectives and overall strategy.

The face to face and remote training delivered will be quality immersive technical training that are targeted to develop individual and operational team’s performance.

Typical programmes / interventions will include the design, and delivery of technical training for technical products and solutions from key strategic partners. They will bring good communication skills, an ability to deliver key messages and to manage learning needs, understand budgets and deliver outcomes for a range of differing learning demands. 

This role is one that needs technical qualifications and experience in a range of technologies.

The role holder is responsible for the end to end experience through technical training and will be partners to the product team and vendors and will create strong and trusting relationships with their customers and stakeholders.

What I’ll be doing – your accountabilities

• Develop new technical training offerings based on marketplace technologies and future skill requirements.
• End to end ownership of the technical training in Service – recommending changes to delivery, content and durations as needed.
• Design, deliver and maintain the full portfolio of technical learning collateral delivered by the team incl. self-learning materials.
• Ensure effective relationships and feedback loops with the Learning & Development team, operational teams and product specialists that drives a Continual Improvement culture
• Work with vendors and the BT products team to understand how technologies will be used, design and develop offerings based on our different audiences’ needs.
• Partner with lab vendors to ensure our offering includes immersive technology so that training is replicating real life scenarios.
• Review content, and re-design offerings to reflect latest versions of the products/technologies.
• Add BT use case stories to all technical training to reflect how delegates will encounter the technology.
• Work with operational teams and learning managers to recommend learning solutions that optimise cost and reduce time to competence in the technical sphere.
• Identify needs that can be met through technical self-learn pathways to develop quality offerings that are scalable and repeatable.
• Be the expert for Service on technical training and making recommendations for pursuance of future skills and learning.
• Develop programs of work that ensure the required technical skills are available to targeted audiences.
• Design all technical content for the instructor led sessions that are undertaken by this team.
• Partnering with Senior Managers, Project Managers and Learning Manager to understand the technical learning requirements and manage a training roadmap in partnership with Training Manager
• Deliver complex technical training to learners across career levels C to E
• Working in partnership with key vendors to understand learning implications of technical deployment
• Use expertise knowledge to translate generic vendor resources into relevant and relatable learning for BT learners
• Become Learning & Skills team technical lead for a given portfolio of products/vendors
• Accountable for evaluation of Technical Learning programmes you own and working with stakeholders to agree and monitor impact measures.
• Lead in post implementation reviews and identify opportunities for improvements in learning and operational practices
• Making ‘in the moment decisions' as to how best to deliver learning content to maximise learning experience and enhance speed to competence.
• Establish and develop effective relationships across L&D teams, operational stakeholders, and subject matter experts.
• Proactively self-assess your business unit and learning industry knowledge and act on it appropriately. This includes structure, strategy, products, systems, and the business unit’s keys priorities.
• Deliver learning through formal, virtual, and online learning experiences typically to customer facing teams.
• Develop and utilise your own ‘training delivery toolkits’ through ongoing engagement with operational stakeholders, sales and services disciplines, and latest L&D best practice.
• Have a clear understanding of the portfolio and key messages delivered by to drive and align business synergies.
• Facilitate learning by demonstrating a good understanding of the different learning styles, actively listening, having learner centric conversations by using effective questioning techniques, storytelling, and testing for understanding.
• Be recognised as a strong facilitator by applying techniques in body language, voice and learning principles.
• Support learners to embed learning by running agreed consolidation sessions, improving time to competency.
• Continually Improve and take ownership of your development and performance to meet Business requirements and align business synergies.
• Be a role model for L&D, by living the values and demonstrating the customer is at the heart of everything you do.
• Deliver TTTs and support the upskill of your colleagues across L&D
• Be a role model to, for example, associate trainers by supporting and regular feedback to help them improve.
• Primarily a site-based role with a requirement for regular offsite travel to meet customer requirements.
• Accountable for self-management, preparation and organisation for training readiness and delivery.

Skills required for the job

• Technical Accreditation: you will be accredited in a recognised technology (i.e., CCNP level or higher)
• Facilitation: strong skills with confidence to manage a class of delegates and flex approach
• Effective management of time/priorities: Balancing time between delivery, prep and coaching support to ensure that business needs are being met
• Continuous improvement mind-set: Ensuring that you continue to evolve through exposure to different learning practices
• Commercial focused: identifying ways to minimise travel costs/time for self whilst maximising time delivering learning
• Learning Principles: Understanding the science behind how people learn
• Analytical thinking: Able to interpret and draw insight from data as required
• Influence & Persuasion: Confident discussing concepts
• Agility: Adept in working at pace and adapting to meet the changing demands/priorities
• Management/Leadership: Able to manage/lead a classroom of learners
• Coaching: Able to coach learners and their managers as required to further embed learning.
• Stakeholder Management: Able to create positive relationships with stakeholders through appropriate management of their expectations and agreed objectives.
• Product Knowledge: Understanding of the BT products sold within BT Business.
• System Knowledge: Understanding of the BT systems used by BT Business.
• Technical Knowledge: Strong ‘Under the bonnet’ understanding of how core technologies work

Experience you would be expected to have

• An extensive technical knowledge at, at least, Cisco CCNP (or equivalent), SD-WAN skills and experience would be an advantage.
• You will be an ambassador for technology and be looking at emerging and developing products to ensure the tech skills delivered are aligned to strategy and cover both current and future skills.
• You will understand the roles in the organisation so that you use, within the training, real life examples of how our technology is used by customers and our design, delivery, and service desk teams. 
• Working with suppliers you will ensure we are at the forefront of knowledge in the technologies and products we do, and will in future, sell and service.
• You will build learning that, whilst technical in nature, is delivered in a simple and immersive way.
• The design, delivery, and upkeep of physical or hired laboratories will be a responsibility of your role.
• Deliver quality, high impact and immersive course design and solution delivery.
• Provide recommendations to managers on key learning that helps deliver performance improvements. Coaches’ individuals, teams and line managers to develop core capabilities and ensure performance through additional upskilling and development opportunities.
• Accommodate different training needs through a flexible work pattern and travel as needed to fulfil training requirements.
• Partner with operations to understand the learning needs and give insight to solutions.
• Ensure that training is high quality whether self-learning, face to face or remote delivered.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.