About the role

This role matters because it improves the availability, reliability and customer experience of BT’s Network and IT products and services.  As a Service Intelligence Specialist, you will use data, insight and operational learning to help BT move from reactive service management to proactive prevention.  You'll identify emerging risks, recognise early warning signals, uncover systemic issues and translate complex service data into meaningful actions that improve service outcomes.

Working across Customer Facing Units (CFUs), Networks and Digital, operational teams and suppliers, you'll connect people, processes and service intelligence to strengthen decision making, improve operational effectiveness and accelerate proactive improvement.  By combining Service Intelligence, Problem Management, governance and continuous improvement, you'll drive earlier intervention, targeted prevention and more effective resolution of service risks before they impact customers.

What you’ll be doing

• Use service performance data, operational insight and trend analysis to identify emerging risks, recurring issues and opportunities to improve customer and service outcomes.
• Lead the investigation of complex Problem records, Executive Post Incident Reviews and service investigations for high priority incidents and service risks. Ensure timely identification of root causes, contributing factors and drive preventative actions to conclusion at pace.
• Translate service data into actionable insight, identifying early warning indicators, service vulnerabilities and intervention opportunities before customers are affected.
• Support, lead and drive the development of predictive and proactive service intelligence capabilities, using data and automation.
• Provide governance and assurance across CFUs, Networks and Digital and operational teams, ensuring service intelligence, problem management and improvement activities are delivered.  
• Identify and communicate service trends, systemic issues and broader organisational learning, driving targeted improvement activity and measurable reductions in service risk.
• Own and track improvement actions arising from incident investigations, risk assessments and operational insight, ensuring delivery of sustainable outcomes.
• Build strong relationships across CFUs, Networks and Digital, operational teams and suppliers, aligning priorities, sharing insights and enabling coordinated preventative action.
• Contribute to the evolution of Service Intelligence through continuous improvement of processes, tooling, reporting and automation capabilities.
• Coach and support colleagues across the team, promoting best practice, knowledge sharing and a culture of learning, collaboration and continuous improvement.

Essential Skills

• Data, Insight and Analytical Thinking: Uses data, trends and operational intelligence to identify risks, understand performance, uncover opportunities and drive measurable improvements.
• Customer and Service Excellence: Puts customer outcomes at the centre of decisions and actions, using insight and learning to improve service performance, resilience and customer experience.
• Communication and Influencing: Communicates complex information clearly and credibly, building trusted relationships and influencing actions across technical, operational and leadership communities.

Desirable Skills

• Mobile Networks: Conversant with BTs Mobile estate from a technical/topology perspective.  
• Problem Solving and Investigation: Applies structured investigation techniques to identify root causes, understand systemic issues and deliver sustainable solutions to recurring service challenges.
• Governance and Continuous Improvement: Uses governance, controls and service management practices to improve accountability, support decision making and drive continuous service improvement.
• Collaborative Working: Works effectively across CFUs, Networks and Digital, operational teams and suppliers to align priorities, remove blockers and deliver shared outcomes.
• Ownership and Delivery Focus: Takes accountability for outcomes, drives actions through to completion and ensures improvements deliver measurable business and customer value.
• Inclusive, Open and Safe: Encourages challenge, learning and knowledge sharing, creating an environment where people feel safe to contribute, improve and innovate.
• Adaptability: Able to adapt to change quickly to get results in an ever-changing environment. 
• Technical Curiosity:  Hold and continually develop a high technical and service knowledge for the products and services the role supports. 

Benefits