Complex Investigations Service Operations Professional

Why this job matters

The Service Management Practice are responsible for overseeing the delivery and operation of our services to our customer base across Mobile, IPTV and Media & Broadcast.  The function is responsible for driving simplification of our operating model through process and tooling standardisation.

The Service Operations Professional role is responsible for the management of technical problems so that their impact to our customers is minimised and that root cause is identified and removed enabling us to maintain the quality and stability of key services delivered by the Service Management Practice.

The role is also responsible for leading and facilitating reviews into service failures that have had impact on transformational initiatives for the Service Operations function, acting as a change agent to constantly evolve the function and ensuring key stakeholders are actively engaging in the process.
 

The Service Ops. Professional supports operational enablement and readiness of services offerings and capabilities, ensuring that these services are delivered effectively and efficiently for clients by fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

What you’ll be doing

•    Acting as a subject matter expert for agreed ITIL function activities managed within the Service Management Practice to ensure that they run smoothly to reduce impact to customers and restore service quickly.
•    Mobilising and facilitating virtual teams of subject matter experts from across Service Platform Operations and the wider Technology organisation to reactively and proactively investigate and resolve problems that are impacting our services.
•    Providing a Service Assurance capability for Service Platform Operations ensuring that key outsourced Problem Management activities are delivered in line with business and contractual expectations.  
•    Responsible for supporting or leading on transformational workstreams, initiatives and projects for the Service Operations function, acting as a change agent to drive continual improvement
•    Supporting the development, operation and continual improvement of Service Operations strategy
 

Skills and Experience

Provide detailed information on any qualifications, technical expertise or security clearance that you will need for the job. (See example statements below).
•    Transformation and change: skills to lead and support transformational change relating to the ITIL area
•    Process expert: expert within ITIL area, able to provide expertise around best practice
•    Senior influencer:  must be able to engage, influence and ‘sell’ the function across all levels of BT
•    Improvement focus: skills to analyse, question and challenge the way things are done to optimise processes and deliver excellent outcomes for customers and the business
•    Issue management: ability to drive the diagnosis of issues, incidents and problems, and the implementation of solutions to minimise their impact and prevent reoccurrence

Experience you would be expected to have
•    Service Desk/Helpdesk experience
•    Mobile network experience
•    Excellent communicator
•    Experience with Incident management processes
•    Experience or understanding of an ITIL function in a large technology company. 
•    Experience of working within an operational environment, with constantly changing timescales and requirements
•    Experience of working collaboratively and effectively with colleagues at all levels of seniority

Benefits

•    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