Recruiter: Viktoria Pálfi-Vincze

Hiring Manager: Luiz Sinkoc

Career Grade: E

Please note, that this position is supporting the Americas region, which concludes to have an alternate work schedule: Monday to Friday, 14:00–22:00 CET.

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 Business Unit/Function 
 
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. 
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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: 
 
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.

What I’ll be doing – your accountabilities Skills required for the job 
In this role, your primary responsibilities include: 
 
Stakeholder Management: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. 
 
Delivery Excellence: 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. 
 
Continuous Improvement: 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. 
 
 
Performance Monitoring: 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. 
 
Risk Management: 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. 
 
Cross-Functional Collaboration: 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.

Customer Engagement: 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. 

Skills required for the job

 
Leadership: Strong leadership and team management 
skills, with the ability to inspire and motivate global 
teams to achieve performance objectives and deliver 
exceptional customer service. 
 
Communication: Your excellent communication and 
stakeholder management skills will be essential for 
articulating ideas, influencing decision-making, and 
building collaborative relationships with stakeholders at 
all levels, ensuring alignment and successful outcomes 
 
Stakeholder Engagement: Excellent communication 
and relationship-building skills, with the ability to 
effectively collaborate with internal and external 
stakeholders at all levels. You should be adept at 
managing diverse relationships and driving alignment 
towards common goals. 
 
Delivery Management:Proven experience in managing 
complex product and solution delivery projects, 
including coordination of internal and external 
resources, risk management, and resolution of delivery 
issues. 
 
 
Customer Focus: A customer-centric approach with a 
commitment to delivering high-quality products and 
solutions that meet or exceed customer expectations. 
You should have a deep understanding of customer 
needs and market trends to drive customer-centric 
delivery strategies. 
 
Analytical Skills: Your strong analytical and problem
solving abilities will allow you to analyze data, identify 
trends, and make data-driven decisions to improve 
processes and drive performance, contributing to the 
overall success of service delivery operations. 
Vendor Management: Manage relationships with 
external vendors and third-party service providers, 
including negotiation of contracts, performance 
monitoring, and compliance management. You will 
ensure alignment with contractual agreements and 
service level commitments, driving accountability and 
value for BT and its customers.

Strong delivery methodology:  

1. Clear Project Scope and Objectives: Define the 
project scope and objectives clearly at the 
outset. This includes understanding the client's 
needs, setting realistic goals, and ensuring all 
stakeholders are aligned. 

2. Detailed Planning: Create a comprehensive 
project plan that outlines all tasks, timelines, 
resources, and dependencies. Use tools like 
Gantt charts or project management software 
to visualize the project timeline and track 
progress. 

3. Effective Communication: Maintain open and 
transparent communication with all 
stakeholders. Regular updates, meetings, and 
reports help keep everyone informed and 
engaged. Use communication tools and 
platforms to facilitate this. 

4. Risk Management: Identify potential risks early 
and develop mitigation strategies. Regularly 
review and update the risk management plan 
to address new risks as they arise. 

5. Resource Management: Ensure that the right 
resources are available at the right time. This 
includes managing team members, 
equipment, and materials efficiently. Use 
resource management tools to allocate and 
track resources. 

6. Quality Assurance: Implement quality 
assurance processes to ensure that deliverables 
meet the required standards. This includes 
regular reviews, testing, and validation of 
project outputs. 

7. Agile Methodologies: Consider using agile 
methodologies for projects that require 
flexibility and iterative development. Agile 
practices like Scrum or Kanban can help 
manage changing requirements and improve 
collaboration. 

8. Stakeholder Engagement: Engage stakeholders 
throughout the project lifecycle. This includes 
regular check-ins, feedback sessions, and 
ensuring their concerns and suggestions are 
addressed. 

9. Performance Monitoring: Continuously monitor 
project performance against the plan. Use key 
performance indicators (KPIs) to measure 
progress and identify areas for improvement. 

10. Continuous Improvement: After project 
completion, conduct a thorough review to 
identify lessons learned. Use this feedback to 
improve processes and methodologies for 
future projects.

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 

“We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.”

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.  With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.  If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.