Tooling Innovation Manager

Why this job matters:

Business Managed Services (BMS) provides network, security, IT and voice managed services to BT Business customers.  As a department we provide our customers managed service outcomes to enable their business and operations to continue to deliver their commitments.  From Critical National Infrastructure and public services, through to large Multinational (MNCs), large corporates, wholesalers and small business, our customers rely on their managed services to function and operate.

This role is responsible for driving innovation across the end-to-end technological eco-system used to underpin Business Managed Services products and service offerings.  This role will be pivotal in the transformation of BT BMS operations, working closely with multiple stakeholders to ingest requirements, design solutions or features to continuously improve the service and deliver those outcomes to BMS, product line and our transformation projects.  You will work with our internal and external suppliers to enhance the use of existing tools systems and automation, identify gaps in the capability and produce business cases for investment and change where necessary, all in the pursuit of improving the business, product, employee experience and ultimately customer experience outcomes. 

This team will be measured on their success to drive innovation alongside the continuous improvement ethos and initiatives that exist in the operational teams today.
 

What you’ll be doing:

1. Manages and coaches teams of software engineers driving the engineering organisation’s ability to deliver high quality code on time and on budget and implementing means of bringing measurability as well as predictability to the engineering organisation’s capabilities
2. Oversees the execution of technical decisions, technology choices and architecture for a wide range of high-performance products, capabilities, and platforms, effectively balancing short term impact with long-term transformation
3. Monitors, manages and ensures timely releases from teams by driving compliance with key release quality metrics
4. Consults on complex and strategic issues using advanced technical knowledge, across wider industry and/or specific sectors, and develops bespoke or leading edge, technically complex solutions (e.g., relating to new, untested technology and/or large-scale impact of products)
5. Drives the implementation of the defined technical roadmap to meet the needs of the business, engineering team, and partner teams
6. Implements, engineering and operational excellence initiatives, implementing metrics and processes for regular assessment and improvement
7. Takes a managerial and influencer role in the software engineering function, implementing the technical vision and the pursuit of innovations regarding new technologies, platforms and applications
8. Develops “best-in-class” engineering for services by ensuring that the services and the components are well-defined and modularised, secure, reliable, diagnosable, actively monitored and reusable
9. Oversees the implementation of new architectures, standards, and methods for large-scale enterprise systems, proactively removing blockers from the team's work
10. Researches, designs and writes new software and performs deep dive data analysis, to identify issues and implement ways to improve working processes within the area of software engineering responsibility, such as avoiding and reducing technical debt 
11. Supports the implementation of new architectures, standards, and methods for large-scale enterprise systems
12. Coordinates the evaluation and implementation of high-quality tools and automation processes to support continuous delivery and developer productivity
13. Builds and maintains an engineering culture that fosters innovation and creativity while delivering high quality products with predictability and reliability
14. Champions, continuously develops and shares with team knowledge on emerging trends and changes in software engineering

The skills you’ll need to succeed:

As the Customer Tooling Innovation Manager you should have minimum 3 years management experience in a managed service provider or telecommunications company, demonstrating the ability to lead technical teams to deliver and maintain complex outcomes for customers.  

You will have a minimum ITIL v4 Foundation certification too.

Desirably degree educated in a Business IT discipline with specific background in Devops, ITSM, OSS tooling and associated technologies.  Any background in ServiceNow, Entuity Network Analytics, IBM SevOne, NetBrain Technologies, Ansible Platform will be an advantage to the role.

This role covers secure and commercial customers therefore the ability to have UK Government security clearance is essential to the role. 

In addition to the technical skills, the Customer Tooling Innovation Manager must demonstrate the ability to - 

• Story-tell with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)

Experience you’d be expected to have:

• MANDATORY ITIL v4 Foundation
• MANDATORY ability to be UK Government Security Cleared. (SC and NPPV Cleared)
• PREFERRED Degree educated and professional body aligned
• PREFERRED background in BSS ITSM tooling, OSS tooling management and/or MSP/Telco services

Benefits:

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
 
Benefits of working for BT include:

• Competitive salary
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

Our leadership standards:

Our Leadership standards set our accountabilities- 

Looking in

• 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

Looking to the future

• Building for the future I build diverse future-ready teams where all individuals can be at their best