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Service Management Professional
Block EP,Plot 1, Kolkata, India
Why this job matters
The Service Management Professional delivers assigned customers services, ensuring that contracted services are properly delivered, ensuring operational performance, service availability and capacity are maintained in line with business and customer expectations. The role contributes to service governance, incident resolution, performance reporting and continuous improvement, while supporting customer engagement and compliance with service standards.
1.Own the dialogue, testing, and roll-out of tools and releases related to Knowledge Management functionality, ensuring maximum business value.
2.Develop and maintain all business processes, certifications, and documentation for the Knowledge Management function.
3.Lead by example as a subject matter expert (SME) and influencer in the deployment of Knowledge Management best practices across ITIL practices.
4.Functionally manage the workload of Knowledge Management Analysts, maximizing the efficiency and impact of team resources.
5.Drive incident reduction, process improvement, and customer satisfaction through enhanced knowledge engagement and article quality.
6.Support the functional lead in developing the cost model and service offering, ensuring a stable and commercially viable service.
7.Lead on new business propositions within the Knowledge Management practice.
8.Provide consultancy and guidance to peers across all ITIL practices.
9.ITIL 4 Foundation Certification
10.Proven interpersonal, influencing, and negotiation skills
What you’ll be doing
Oversee technical service delivery for multiple high-profile and complex customers across diverse sectors (retail, government, MOD, blue light).
Champion proactive and reactive Knowledge Management to enhance service quality and efficiency.
Mitigate risks and ensure SLA compliance to prevent financial or reputational impact.
Drive customer satisfaction, contractual adherence, and incremental revenue growth across engagements.
1.Develop and implement innovative solutions to support new business opportunities.
2.Build and manage resources across geographies, including people, processes, and tools.
3.Maintain a centralized knowledge repository with updated runbooks, FAQs, and diagnostic guides.
4.Own and resolve escalations, ensuring swift and effective customer issue management.
5.Create and maintain a Value Stream Map to improve end-to-end service processes and hand-offs.
6.Continuously optimize business processes in line with ITIL, ensuring updated Knowledge Articles, measurable KPIs, and automation for efficiency and cost reduction.
The skills you’ll need
•Technology awareness: Skills to recognise different technologies across the business and how that they may have differing needs from a Knowledge Management perspective.
•Results driven: Highly analytical person, seeking to demonstrate success of the area through statistical KPI’s
•Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)
•Relationship Management: Able to work with customers and stakeholders to better understand how the use of knowledge will improve the business outcomes.
•Self-Motivation: Proactive demonstrate an ability to be self-driven and take personal responsibility
•Attitude: Will have a ‘can-do’ attitude within no fear to challenge and drive investigations; in an open and honest manner
•Qualifications/Training: ITIL4 Foundation (mandatory within 12 months)
•MS Excel & MS PPT Basic Knowledge
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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