About the role

The Senior Manager, Capacity Planning & Insights carries accountability for ensuring the right people, with the right skills, are available at the right time to deliver BT CU Digital's portfolio — while maintaining commercial rigour over CAPEX, OPEX, and FTE investment. The Planning Professional is the analytical and operational backbone of this function, turning raw data from squads, tribes, and project portfolios into clean, trusted, decision-ready outputs.
Domain    Focus
Demand & Capacity Planning  -  Aggregating demand signals, sizing resource requirements, maintaining WBS structures, forecasting capacity constraints, and producing utilisation and optimisation insights.
Resource & Skills Tracking  - Maintaining the end-to-end resource tracker across all projects, CAPEX, OPEX, squad, and tribe dimensions — and tracking skills inventory and upliftment requirements.
Commercial & Financial Planning  -  Supporting CAPEX recovery for FTEs, aligning plans to Central templates, managing PO governance, and offloading data requirements for cross-functional teams including Central teams.
Strategic Alignment -  Supporting the mapping of resource movement to MTP objectives and Cost Transformation initiatives, and building the analytical bridge between operational capacity data and BT Digital's long-term strategy.

What you’ll be doing

Demand Planning & WBS Management
•    Aggregate demand sizing inputs from squads, tribes, and projects leads across the Digital portfolio — consolidating raw demand signals into structured, comparable, and reportable formats for the Senior Manager and leadership team.
•    Maintain and manage the Demand Work Breakdown Structure (WBS) ensuring all resource demand is correctly coded, structured, and traceable to projects, programmes, and MTP initiatives.
•    Support capacity alignment activities — mapping available capacity against prioritised demand and helping the Senior Manager make data-backed prioritisation and reallocation decisions.
•    Analyse capacity utilisation trends — tracking how effectively Digital's FTE investment is being deployed against strategic priorities.
•    Support resource smoothing activities — identifying over- and under-utilisation hotspots across squads and tribes and proposing rebalancing options.

Resource Tracker & Skills Management
•    Own and maintain the Resource Tracker — a single source of truth covering all resource dimensions: project, CAPEX, OPEX, squad, tribe, skills tracker, and skills upliftment pipeline.
•    Track skills inventory across the Digital state cataloguing current capability levels against role requirements, identifying skills gaps, and monitoring skills upliftment programmes.
•    Support the Skills Alignment to Future Requirements process — mapping current skills profiles against the capability needs of upcoming programmes (SAP AI, Ariba, Concur, S/4HANA roadmap) and feeding gap analysis into workforce planning.
•    Participate in the construction of statistical and financial models to analyse workforce capability, skills supply-demand dynamics, and upliftment investment return.
•    Perform analysis of complex business problems — gathering internal data, conducting external research, and developing recommendations for the Senior Manager and senior leadership.
•    Monitor and maintain visibility of the full portfolio of project plans — implementing phasing and planning measures that provide sufficient insight into future-facing capacities and resource requirements.
•    Application Linkage & Data Integration

•    Manage application linkage requirements — ensuring planning data flows correctly between capacity planning tools, HR systems, project management platforms, and financial reporting systems.
•    Build and maintain data pipelines that connect resource demand inputs with financial systems and COO reporting templates.
•    Support the development of planning dashboards and reporting tools — creating visualisations that help the Senior Manager and Director track capacity health in real time.
•    Identify opportunities to apply AI and automation to planning processes — including predictive demand modelling, automated WBS maintenance, and AI-assisted skills gap analysis.
•    Stakeholder Engagement & Cross-Functional Collaboration
•    Engage cross-functionally with squad leads, tribe leads, HR business partners, Finance, and the COO function — building the relationships that keep planning data accurate and trusted.
•    Facilitate and participate in regular planning cadences — supporting the Senior Manager in running weekly, monthly, and quarterly capacity reviews.
•    Manage stakeholder communications relating to capacity and resource data — producing clear, accurate, and timely outputs calibrated to each audience's needs.

Essential Skills / Experience

•    Data analysis and modelling: Strong proficiency in Excel (advanced) and/or Power BI — able to build, maintain, and interrogate capacity planning models, resource trackers, and financial dashboards.
•    Demand and capacity planning fundamentals: Understanding of how to aggregate demand signals, structure WBS hierarchies, forecast capacity constraints, and produce utilisation reports.
•    Financial literacy: Familiarity with CAPEX/OPEX distinctions, FTE cost structures, and budget tracking — sufficient to support CAPEX recovery, PO governance, and financial reporting.
•    Attention to detail and data quality: Rigorous approach to data accuracy — able to maintain complex multi-dimensional resource trackers and planning models with precision.
•    Communication and reporting skills: Ability to translate data and analysis into clear, stakeholder-ready outputs — reports, dashboards, and briefing materials.
•    Collaborative and proactive working style: Comfortable engaging across squads, tribes, HR, Finance, and the Central Operations function.
•    Organisational skills: Ability to manage multiple concurrent planning workstreams and meet regular reporting cadences.

Desirable Skills / Experience

•    Experience with workforce or resource planning tools — ServiceNow ITBM, Planview, Anaplan, or equivalent.
•    Awareness of AI-powered planning tools — including predictive analytics platforms, Microsoft Copilot for Excel, or ML-assisted forecasting tools.
•    Exposure to PMO or programme governance environments.
•    Knowledge of agile delivery structures — squad and tribe models, sprint-based resource allocation.
•    Experience with Central operations or executive reporting templates.
•    Familiarity with SAP or enterprise technology portfolios

AI Ops & AI Fundamentals Skills
As BT Digital accelerates its journey toward AI-powered service management and capacity intelligence, every member of the Capacity Planning & Insights team is expected to develop a baseline literacy in AI fundamentals — and a working understanding of AI Ops principles.