Major Programmes Lead

Why This Job Matters:.

As a T&T Programme Lead, you will be at the heart of BT Business's ability to deliver complex, large-scale Contact Centre transitions and transformations.

This role is critical in moving customers from legacy or third-party environments into BT’s ecosystem and transforming their operations through cutting-edge technologies and service models. By overseeing end-to-end delivery of these high-profile programmes, you will not only protect and grow BT’s existing customer relationships but also play a pivotal role in winning new business through excellence in execution.

In a rapidly evolving digital landscape, where customer experience defines competitive advantage, your ability to lead multidisciplinary teams, influence senior stakeholders, and ensure seamless and innovative delivery will help position BT as the market leader in enterprise Contact Centre solutions. 

What You’ll be Doing:

• Accountable for the delivery of Transition & Transformation (T&T) Contact Centre (CC) programmes for BT’s largest business customers in the UK which encompasses:

• Transition and Transformation of large scale and complex Contact Centre environments from customers or third-party providers into BT (e.g. Cisco, Avaya, Verint, NICE, etc.)
• Delivery of in-flight Contact Centre programmes and projects as part of Transition and/or Transformation

• Responsible for managing, the assurance and sign-off of large-scale T&T Contact Centre major deals in BT Business’ UK sector
• Act as a single point of contact regarding T&T CC program delivery for senior internal and external customers.
• Accountable for leading and motivating a multi-disciplined team of highly skilled and experienced Programme / Project Managers, Technical Designers, Service Designers, CC Engineers, etc.
• Accountable for achieving and exceeding T&T CC Key Performance Indicators (KPI’s), i.e. of Right First Time (RFT) Milestones, Revenue Realisation, Cost to Serve and Customer Net Promoter Score (NPS)  
• Manage the successful delivery of T&T CC programs to contracted service levels and within defined financial targets and improving customer satisfaction
• Oversee change governance, management of third-party suppliers through T&T CC program delivery (e.g. Cisco, Avaya, Verint, etc.)
• Delivery customer satisfaction and building long-term relationships with our customers based on development by being an effective influential, senior leader with strong relationships strategic partners and suppliers.

Skills We Require Of You:

• Strong leadership skills and experience of managing large teams, setting clear direction and developing a high-performance culture through coaching and mentoring
• Ability to work in an agile methodology, recognising the pace needed to deliver rapid change, not just through resources in the direct team
• Personal resilience, commercial acumen, problem solving, able to engage in problems that sit across multiple units, stakeholders and capabilities
• Able to utilize key negotiation, communication and decision-making skills and build a culture of continuous learning and development and mutual support.
• Have an clear understanding of Configuration/ Change Management, Governance, Issue and Risk Management, Planning and Scheduling, Communication Management, Stakeholder Management, Supplier Management.
• Strong ability to engage and resolve difficult situations, tackle conversations and able to assess commercial risk through appropriate mitigation. 

What we'd like to see on your CV:

• Experience of complex Contact Centre programme delivery leadership in a solution-based customer-facing environment
• 15+ years industry experience with 10+ years’ experience of program and project management.
• Maintain an excellent understanding of commercial drivers and SLA stipulations
• Experienced practitioner of formal Programme and Project Management methodologies, e.g.  MSP, Prince2, APMPExperience in managing budgets effectively with strong financial acumen
• Have demonstrated an strong understanding of future digital, data and market trends and how these fit strategically with customers’ needs
• Strong track record of delivering against pre-determined requirements, within cost, schedule and quality.
• Strong leadership skills and a role model within the business i.e. evidence of building and developing talent and working independently

Your Benefits

• Competitive Salary with Benefits
• 15% 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 and access to 100’s of retail discounts including the BT shop
• 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​!

Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at

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.