About the role

The Delivery Performance team is responsible for improving the quality, predictability, and success of BT's Digital portfolio. The portfolio includes transformational deliveries through to ongoing incremental development and maintenance activities. Delivery Performance achieves this through clear delivery standards, data-driven performance management, effective governance, and continuous improvement deployed in collaboration with each delivery team to help them achieve better outcomes for our customers and business.

As the Delivery Excellence (DEx) Consumer CFU Lead, you will drive delivery excellence across Consumer, BT's largest and most strategically important customer-facing business unit, serving millions of customers and delivering some of the company's highest-profile digital transformation initiatives. You will be responsible for embedding industry-leading delivery practices, ensuring consistent adoption of delivery standards, and providing clear insight into portfolio performance, risks, capacity, and outcomes. You will collaborate closely with the accountable delivery leadership within the Consumer portfolio to ensure adoption has meaningful positive impact on the ability to deliver for BT and our customers. Acting as the key link between Delivery Performance, Digital leadership, and PMO teams, you will create a trusted, data-driven view of delivery health, enabling informed decision-making and a genuine "no surprises" culture.

As a member of the DEx Leadership Team, you will influence senior stakeholders, shape governance and delivery frameworks, and use metrics and insights to drive targeted interventions that improve delivery performance and raise organisational delivery maturity.

This is an excellent opportunity for an experienced IT delivery professional with a strong background in application delivery, portfolio governance, Agile, Lean or hybrid methodologies, and delivery performance measurement. You will have the opportunity to influence delivery at scale, support critical customer-facing programmes, and play a key role in shaping how BT delivers technology outcomes for its largest business unit, and drives ongoing continuous improvement.

What you’ll be doing

• Portfolio Enablement - Collaboration with accountable leaders within the Consumer delivery unit to enhance delivery pace, predictability and quality through pragmatic adoption of standards, metrics, and tools (including AI). Maintain a portfolio view of delivery for all consumer deliveries to identify common challenges and connect leaders across the digital portfolio to permeate adoption of proven good practice and solutions to common issues.
• Coaching and Standards Adoption - Supports delivery managers on effective delivery management including coaching on plans, risk/issue management, status reporting, etc. Advocates for standard adoption to deliver tangible benefits and collaborates with accountable leaders to realise the target benefits from usage.
• Intervention Support - Collaborate with delivery unit leadership to identify at‑risk deliveries early; co‑create corrective action plans and where required lead interventions to address critical performance.
• Continuous Improvement Feedback and Implementation - Captures and champions emerging good practices, insights and data from the Consumer delivery Unit within the Delivery Performance team to drive ongoing improvement in the defined standards, metrics and tools.
• AI-Enable Delivery Management - As a key member of the DEx leadership team, you will be working with the Digital Leadership to define and implement BT’s approach to AI-enabled delivery management, contributing to the design and implementation of Agentic AI capabilities and tools to enhance delivery governance and the usability and value of the core standards.

Essential Skills / Experience

Senior Delivery Leadership Experience

• 10+ years' experience leading programme and project delivery within IT transformation, technology services, or product/platform delivery environments.
• Experience leading delivery across complex, matrix organisations and major transformation initiatives.

Accountable Delivery & Ownership

• Proven track record of taking accountability for the successful delivery of complex programmes, products, or services, with a strong ownership mindset.
• Experienced in driving outcomes, managing risks, and ensuring delivery commitments are achieved.

Stakeholder Management & Influencing

• Strong relationship-building skills with the ability to influence and achieve outcomes across business and technology teams without direct authority.
• Experience engaging and managing senior stakeholders across multiple organisational levels.

Executive Communication

• Exceptional communication skills with the ability to explain complex solutions, delivery approaches, and recommendations to audiences ranging from C-suite executives to technical teams.

Delivery Governance & Continuous Improvement

• Experience implementing delivery methodologies, standards, governance frameworks, and tooling to drive measurable improvements in delivery performance, quality, and predictability.
• Strong understanding of portfolio management and delivery governance practices.

Data-Driven Delivery Management

• Strong analytical skills with the ability to assess delivery metrics, trends, forecasts, and performance data to support informed decision-making and benefits realisation.

Desireable Skills / Experience

Delivery Methodologies & Frameworks

• Knowledge and practical application of delivery methodologies such as Agile, SAFe, Six Sigma, CMMI, or equivalent frameworks.

DevSecOps & Engineering Practices

• Familiarity with software engineering delivery practices, DevSecOps toolchains, delivery tooling, and associated governance and performance metrics.

Coaching & Team Development

• Experience coaching delivery teams and leaders to improve capability, behaviours, adoption, and overall delivery effectiveness.

Consulting & Business Transformation Experience

• Consultancy or equivalent experience involving business case development, benefits realisation, stakeholder engagement, and transformation delivery.

Professional Certification

• SAFe certification or another recognised industry-standard delivery, programme, or project management qualification.

AI Implementation Experience

• Previous experience implementing or supporting AI-enabled solutions, products, or transformation initiatives would be advantageous.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.