Operational Assurance Service Management Specialist

Job Req ID:  432
Posting Date:  24-Jan-2023
Function:  Risk, Compliance and Assurance
Location: 

United Kingdom

Salary:  Competitive with great benefits

About this role

This role is responsible for conducting second-line operational assurance activities across Technology, focusing on service interruption risks & proactively working with the operational teams and other second-line assurance functions to identify high-risk activities where additional detailed assurance work may be required. Additional taskings may come from senior management or GIA, where second-line operational assurance is necessary for a given area. The role is essential to identify potential issues proactively; where this is not possible, we understand the root cause of complex incidents and ensure that risks are understood and managed appropriately and consistently to prevent a reoccurrence. This role is based in any of our Birmingham or Ipswich Offices with an opportunity for a hybrid working model (3days together with amazing colleagues and 2days wherever you like).

 

You'll have the following responsibilities

  • Work with two other Operational Assurance roles covering different disciplines to provide Technology senior management with an independent level of second-line assurance that controls are operating in line with their expectations. 
  • Undertake sample-based reviews of specific aspects of the Technology estate to ensure that policies, procedures, and associated controls are followed/operated and are in line with best practice. 
  • Undertake deep-dives following complex incidents to understand the root cause and make recommendations to address these to prevent a reoccurrence. 
  • Provide assurance that first-line assurance teams have robust plans to address control deficiencies and evaluate the impact of ineffective controls. 
  • Review designs and follow through to deployment and operations to ensure that what was designed meets best practice and supplier recommendations and that this design is installed and operational in the network. 
  • Work with operational teams, as appropriate, to improve the quality and consistency of approach to operations. 
  • Provide well-written reports on assurance activities like details on the activity's target, the level of the review undertaken and the findings. 
  • Ensure that post-review deliverables are of a high standard and completed promptly. 
  • Provide second-line subject matter expertise on assurance issues.

 

You'll have the following essential skills & experience

  • Incident & Service Management: Demonstrate a broad knowledge of IT-based incident & service management principles and operational requirements. 
  • Experience conducting audit-related activities, in an incident and service management environment, preferably in a Telecoms sector.
  • Story-telling: The ability to effectively articulate the requirement for the three lines of defence (particularly the first and second line) to be considered as part of BAU within Technology to obtain management and operational team support. 
  • Business acumen: Have a good knowledge of telecommunications operations and operating in an environment with a range of control requirements in a balanced and appropriate manner, consistent with industry best practise. 
  • Operational Assurance Knowledge: Familiarity with other team assurance disciplines. 
  • Risk Management: A sound knowledge of enterprise risk management.

 

The following skills & experience are nice to have

  • Hold a suitable qualification (e.g., ITILv4) 
  • Auditing Knowledge: Hold a professional audit qualification, Certified Information Systems Auditor (CISA), or equivalent, or equivalent knowledge and experience in the requirements for a practical control framework. 

Benefits

  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • 50% off BT and EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans

 

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

 

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!