Senior Service Manager

Job Req ID:  849
Posting Date:  22-Sep-2022
Function:  Strategy, Transformation & Business Intelligence

Snowhill, Birmingham, United Kingdom

Salary:  competitive with excellent benefits

Senior Service Manager 

Bristol, Manchester, London, Ipswich, Birmingham, Leeds 


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.

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.              


About this role


BT provide in excess of 20 services to the Phoenix Group, as a complex contract, this role plays a key part in day to day service operations to ensure BT fulfil contractual obligations, service levels, ITIL functions and maintains strong relationships with our customers and third party vendors.    


You'll have the following responsibilities


The Senior Service Manager is required to lead and drive the day to day service activities and should be an experienced Service Manager who can operate competently up to Exec level.  The customer is seeking in their own words “a heavyweight service lead” who can orchestrate the BT teams to deliver service excellence across all services.  They are looking for someone with high ITIL competency who can transform their services and enhance customer experience through continuous improvement, controls and governance.   This is particularly important given the pace of change in the group, the high number of services and partners supporting service and the need to operate with other strategic partners whom Phoenix have appointed.


You'll have the following skills & experience


  • Ability to demonstrate ownership of service to the customer with the ability to pro-actively manage service actions and anticipate customer queries and expectations
  • Be front and centre and demonstrate ownership for any P1/P2 incident calls, providing updates to the customer incident teams and / or technical calls / incident meetings, including customer GIRT (exec level) incidents
  •  Ability to make decisions confidently with strong Leadership Skills
  • The ability to work under pressure and rally teams around time sensitive objectives while considering the needs of the customer
  • The ability to present confidently and concisely to the customer at all levels including the senior leadership teams
  • Break down problems and make decisions using analysis, intuition and expertise.
  • Work at an appropriate level to challenge Internal BT reams and 3rd parties - not take feedback at face value
  • Flexible approach, able to operate effectively with uncertainty and change while confidently continuing to provide service to the customer 
  • Establish strong relationships with the customer, listen to customer concerns and react accordingly
  • Understand the customer's needs and challenges, and look for opportunities to create a brilliant customer experience.
  • Appropriately escalate or progress issues or items of interest for the customer
  • Able to map and build processes, workflows and drive positive outcome through change
  • Has a continuous improvement mindset and proactive in attitude towards new SIP’s which can drive service excellence
  • Own Service relationship for the account and represents BT’s interest across all Service and Operations Assurance requirements
  • High degree of ITIL competency
  • A track record of running a highly bespoke and challenging outsource contract
  • UK based and able to travel to customer sites at least one a month or as and when required during major incidents
  • Coaches and mentors junior Service Managers
  • Coordinates resourcing in the team and ensures leave is covered
  • Orchestrates operational activity across the Service and Operations teams
  • Owns and oversees all ITIL processes
  • UK based willingness to travel to customer sites in Edinburgh, London, Birmingham on a semi-regular basis




At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:


Competitive salary

World-class training and development opportunities

25 days’ annual leave (not including bank holidays)

Discounted broadband, mobile and TV packages

Share option and pension scheme programmes

Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.


About British Telecom
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global

provider-of-choice for managed network and IT infrastructure services.