Service Management Professional

Why this job matters

As a Service Management Professional, you will have overall accountability for supporting the service relationship on behalf of BT. You’ll act as a trusted advisor to customers, who can understand their business and goals and help align their operational needs with BT’s products and services to support agreed business outcomes.

You will be accountable for supporting numerous complex services, working within a virtual team across multiple contracts, focusing on ensuring best-in-class operational excellence, delivering contractual service targets, addressing service issues, and supporting the delivery service improvement plans. You’ll also apply Service Management best practices and governance to support consistent delivery and positive customer experiences.

The successful candidate will need to be eligible and able to hold Government Security Clearance to SC Level.

What you’ll be doing

•    Accountable for supporting the service relationship with customers and internal teams across BT for complex managed contracts. Supporting the delivery of the service vision and strategy, ensuring ITIL governance best practice is adopted, and building and enhancing a mutually beneficial customer relationship demonstrated in Customer Experience and NPS.
•    Supports change within the business via service improvement and cost reduction plans, engaging with the relevant change practices (WNB & BAU). Acts as the customer’s champion and responsible for the success of customer experience, driving delivery and assurance plans and initiatives on behalf of our customers.
•    Participation and engagement within a matrix team across multiple contracts, engaging stakeholders within BT, customer and/or third party suppliers, creating value and acting as a trusted advisor, to build confidence, shared understanding, and agreed outcomes. Ensures delivery of contractual SLA performance and continual service improvement.
•    Coordinate across internal teams and specialist functions to escalate and resolve issues, manage risks, and support consistent service delivery within a matrix environment.
•    Monitor service performance and customer experience, contributing to continuous improvement through effective communication, collaboration, and the use of Service Management practices.

The skills you’ll need

What we'd like to see on your CV

•    Good customer facing and inter-personal skills, with the ability to manage customers with business-critical services, subject to stringent SLAs. Demonstrating experience of working within service or delivery organisations, supporting customer outcomes through effective stakeholder engagement and escalation management.
•    Understanding of Service Management best practice frameworks such as ITIL and appreciation of the service wrap for complex customer solutions. With experience of working in virtual/matrix operational teams, to support governance, service improvement plans and consistent delivery.
•    Clear written and verbal communication skills, with experience of engaging relevant stakeholders and presenting information in an accessible way appropriate to the audience and to meet the needs of the contract.
•    Ability to analyse information, contribute to continuous improvement initiatives, and support complex changes to ensure successful delivery to maintain sustained service across various products and solutions and provide positive customer and service outcomes.
•    Ability to engage with customers to understand business objectives and operational needs, contributing solutions that align services with customer expectations.
•    Mobile, Voice or Unified Communication managed services knowledge would also be advantageous.

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
•    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.