Problem Management Specialist - ESN

Why this job matters

The Emergency Services Network (ESN) is a huge strategic priority for BT and our commitment to do the best for our customer and our country.  ESN will be one of the most advanced Emergency Services Networks in the world. and BT is proud to the official supplier providing mission critical and trusted communications for Britain’s Emergency Services. The ESN will replace the existing Airwave network and building upon on EE’s existing 4G network and to provide essential new voice, data services, and critical communications services to 300,000 members of frontline emergency service users.

Operational Resilience & Service Management acts independently of both the Networks and Digital units. Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. You will be responsible for the management of technical problems so that impact to our customers is minimised, enabling us to maintain the quality and stability of key services. You will also be required to reduce the likelihood and impact of incidents by driving data analysis and trending to identify improvement insights for products and services across ESN Networks and Digital.

The successful candidate will be cleared to BPSS (or equivalent) as a minimum.  You may even be required to undergo National Security Vetting (e.g. CTC, SC or NPPV).

What you’ll be doing

•    Manage Problem Records and Executive Post Incident Reviews for high priority / risk reactive Major Incidents and Proactive Problems, prioritising those that have the highest risk, delivering at pace to protect service for our customers
•    Providing Service Assurance and Governance capability across Networks and Digital to ensure that key Problem Management activities are delivered in line with business and contractual expectations
•    Use data to identify new problem areas, raising proactive Problems with clear impact which the team will use to deliver high value outcomes for the business/our customers. Identify new emerging trends and define the actions to drive service improvement
•    Coach and support the development of Problem Managers in the team. Support the delivery of the team strategy and goals
•    Deliver high value problem outcomes through strong collaborative behaviours contributing to the achievement of the Operational Excellence scorecard and team KPIs. Support continuous improvement of process, tooling and working practices in the team to ensure high performance and value outcomes are delivered

The skills you’ll need

What we would like to see on your CV

•    Ability to provide excellent leadership in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process and delivery
•    Understanding and experience of problem methodologies and techniques. Broad understanding of the key Service Management functions - Incident, Problem and Change
•    You will at least hold ITIL 4 foundation level knowledge. Proven background in business improvement through continuous learning and development in yourself and for your team
•    Excellent stakeholder relationship and communication skills. Proven analytical skills to be able to inform and create intuitive, impactful views that drive required interventions and improvements
•    You hold and continually develop a high technical and service knowledge for the products and services your role supports. Knowledge of the strategy and markets for your customers would be beneficial

Benefits

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.

•    10% on target annual bonus 
•    BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
•    X4 Salary Life Assurance
•    Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
•    25 days annual leave (not including bank holidays), increasing with service
•    From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•    Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks paid carer’s leave 
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes
•    Discounted broadband, mobile and TV package
•    Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.