Operations Lead

Job Req ID:  1490
Posting Date:  22-Sep-2022
Function:  Engineering

Aberdare, United Kingdom

Salary:  Competitive

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.


Key responsibilities: 

  • As the role holder, you'll be responsible to lead a team of skilled network engineers to meet the pre-agreed SLAs of a high-profile customer from the airlines industry.
  • People Management: Lead and motivate all individuals, manage churn and talent retention as well as developping coaching and performance management plans.
  • Service Performance driven: As the senior operations manager, you will be expected to drive the team towards the achievement of all SLAs.
  • Service Transformation: The team will grow consistently throughout this fiscal year and as such, beyond delivering service, you will be driving a large number of transformational streams to consolidate further activities within operations.
  • Productivity and Utilisation: You will be tasked to keep the team productive and utilised at all times, supported by a backoffice team but leading and incentivising your team to reach the expecte utilisation and productivity parameters.

Required and desired skills:
Soft skills:

  • Ability to meet the customers’ needs in line with the business requirements
  • Focusing on the objectives and the required outcomes of the processes during delivering a service
  • Working with a cooperative and positive attitude in a group settings to achieve common goals
  • The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
  • Ability to comprehend and to systematically organize the various aspects of a problem or situation
  • Taking the responsibility and takes care of the consequences of making a decision
  • Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation


Professional skills:

  • Experience working or leading Service ITIL streams: Incident Management, Change Management, Service Request Management.
  • Direct or indirect leadership experience(team of 10+) is an advantage
  • Customer facing experience, working in a highly critical operational environment 
  • CCNA knowledge of Cisco and Juniper platforms is an advantage


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..