PAN BT Major Incident Mangement 24/7 Duty Manager

Why this role matters

In this role, you will service manage a 24 x 7 incident management team and support the command & control and the jeopardy management of customer service restoration. This is done through effective real time coaching and guidance on Pan-BT Major and Serious Incidents on the Core BT Network whilst keeping key stakeholders informed through internal and external communications.

You will lead on process and procedure improvements, engage Operational and customer facing units to drive overall business and customer experience benefits. In addition, you will introduce new products and services by compiling full service wraps with associated technical information and recovery matrix.

You will join a friendly and supportive team based in Ipswich, working within BT’s Major Incident Management service. The team operates a shift-based schedule, providing critical support across the entire BT business during major incidents. You will collaborate closely with senior leaders and various departments, ensuring effective incident resolution and continuous service improvement.

This role is based in Ipswich and involves working various shift patterns and comes with a shift allowance.

You'll have the following responsibilities

This role involves line management where you will provide leadership and support to a shift-based team, including line management of a small team and indirect management of shift personnel.

• Lead and coordinate major incident management activities to ensure swift resolution and minimal business impact.
• Collaborate closely with cross-functional teams across BT to facilitate effective communication and incident escalation.
• Develop, maintain, and execute incident response plans and procedures in line with company standards.
• Ensure adherence to ITIL best practices and compliance with relevant regulatory and safety standards.
• Provide leadership and support to a shift-based team, including line management of a small team and indirect management of shift personnel.
• Manage shift rotations and ensure team readiness for early, late, and night shifts within a five-week rotation cycle.
• Liaise with senior leaders and stakeholders to provide timely updates and coordinate incident resoluti

You'll have the following skills and experience

Skills

 Ability to lead and champion Service and Customer Experience across a complex technical environment (such as TSO).

 To set a standard for personal leadership.

 Experience producing stakeholder communications to managing director level and above.

 Broad knowledge of and significant experience in ITIL and service management.

 Ability to handle a diverse prioritise in a fast changing incident environment.

 Ability to think beyond existing solutions, to challenge existing assumptions.

 Excellent working knowledge of e2e service management processes.

 Displays strong service and continuous improvement ethos.

 Excellent communication skills, verbal and written

 Broad knowledge of monitoring solutions and toolsets.

Experience

MANDATORY

• Service Management experience

• Leading people within a high pressure environment

• Experience of senior stakeholder management through ownership of real-time service performance on their behalf

PREFERRED

• ITIL Foundation qualification

• In depth knowledge of BT Core networks

• Knowledge of BT customer markets

• Understanding of regulatory commitments, quality processes and financial governance

• Business Improvement skills including Continuous Improvement, Lean and Six Sigma

Benefits

• 10% on target bonus

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.

• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.

• 25 days annual leave (not including bank holidays), increasing with service

• 24/7 private virtual GP appointments for UK colleagues

• 2 weeks carer’s leave

• World-class training and development opportunities

• Option to join BT Shares Saving schemes

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.