Job Details

Job title

Customer Solutions Design Manager

Reports to (job)

Senior Manager – Technology Practice Lead/Regional Lead

Team

Customer Design

Location(s)

India - Gurugram

Job Dimensions

• Large Global customer base and focused design delivery
• Complex/hi-technology solutions
• Leadership and coaching
• Understanding of processes/systems in BT
• Detailed analysis, advice and progression of change activity
• Analyse and solve customer problems
• Engagement and impact on sales, delivery and service

Hours

As per country standard working hours

DRs

Number of DRs : 10-18

Job grade

Career Level D

Number of dotted DRs : 0

Why this job matters

We are BT. We are International. We are Customer Design. We are the BT International Customer Design Team.

With a focus on two core offerings — Global Fabric and Global Managed Voice—this role is central to designing and delivering BT International solutions for global enterprises.

This is an exciting opportunity to join a global, dynamic team at the forefront of technology, playing a pivotal role in delivering impactful outcomes for both our customers and BT International.

As a leader in this role, you will guide a team of skilled technology professionals, crafting end-to-end technical solutions that translate business needs into deliverable, high-quality outcomes. These solutions must meet customer expectations on cost, time, and quality—while also driving profitability and growth for BT International.

Reporting to a Senior Manager within Customer Design, you will collaborate closely with the leadership team of a Technology or Regional Practice. As a key member of this team, you will be responsible for inspiring, directing, and supporting a group of Technical Designers.

You’ll bring a strong background in technology, with proven experience in both design and delivery. You’ll lead across multiple customer engagements, ensuring excellence in every phase of the process.

Your focus will be on right-first-time delivery, ensuring an exceptional customer experience and delivering better outcomes.

You’ll represent BT International in customer engagements, backed by a team of technical experts committed to delivering the proposed solutions.

You’ll engage with customers and internal stakeholders at a senior level, instilling confidence in BT’s design and delivery capabilities.

A mindset of continuous learning, improving and business simplification is essential, helping to modernize our operations and shape a better future.

At the heart of everything we do is a simple goal: ensuring every customer and partner experiences that things just work… Better on BT.

Typical Relevant Experience:

• 12+ Years' technical and leadership experience.
• May hold a relevant industry recognised accreditation.

Technical Proficiency:

• Must be technically strong and understand the team's technical deliverables including High Level Design (HLD), Low Level Design (LLD), Bill of Material (BoM) etc.
• Keep themselves current in technology developments/trends and methods of deployment.
• Have a broad, technical knowledge of multiple technologies and products across:  Digital Infrastructure including but not limited to LAN/WAN/SDWAN/Wireless Networking/AI/Network automation & programmability, cloud infra and Digital Workplace
• Be able to lead technical conversations with customers.
• Be able to complete peer reviews and assurance of delivery of the designs

Leadership and Ownership:

• Lead and inspire teams, driving change and building high-performing teams.
• Work closely with your team, understand what they are doing, help, coach & support them.
• Understands the role of teams working on deliveries, collaborating with those around them.
• Be solution oriented, own the outcomes, ensuring accountability and responsibility.
• Drive a continuous improvement mindset to raise the bar in how we work on a daily basis.  
• Be visible & proactive, have an opinion, and lead by example.

Cultural Fit:

• Foster a culture of care, investment in outcomes, and a solution mindset.
• Encourage a "can do" attitude and ensure tasks are completed right the first time.
• Promote a mindset of not letting anything slip and striving for the best possible outcome for the customer and the business.

Behavioural Competencies:

• Exhibit honesty and follow through on consequences.
• Be inquisitive, ask questions, and challenge the status quo.
• Call people to account and ensure adherence to standards.

Role

Modelling:

• Be a role model and exemplify the desired behaviours and attitudes.
• Ensure senior team members also live by these standards and mentor others.

Commitment:

• Demonstrate a commitment to the job, ensuring tasks are completed.
• Bring their best to work every day and follow the strategy and implement it.

Trusted

Advisor:

• Technically leading customer deliveries, ensuring exceptional service.
• Putting the customer first, promoting the breadth of services.
• Fully understanding the customers’ needs and align relevant solutions.

Commercial Acumen:

• Is commercially aware of scope change and impact on the P&L.
• Can hold commercial discussions across the business to protect scope and P&L.
• Recognises cross sell and up-sell opportunities across Digital Infrastructure & Digital Workplace products.
• Register, sell and deliver opportunities proactively.

Psychological Safety & Intent Based Decision Making

• Fostering a physiologically safe environment. Where individuals feel secure, respected, and empowered to contribute authentically. This foundation of safety is essential for enabling intent-based decision making, where team members are trusted to act with autonomy and clarity of purpose. By cultivating trust, psychological safety, and open communication, we encourage proactive ownership, reduce fear of failure, and support decisions that align with our shared goals and values. This approach not only enhances individual well-being but also drives collective performance and innovation.

Performance Edge

• High performing culture where every individual understands that their contribution matters and is empowered to deliver outcomes that align with the business strategy.

• Setting clear, SMART goals (typically 3 to 5 per person) that focus on tangible deliverables that are explicitly linked to BT International’s strategic priorities and scorecard.

• Regular check-in conversations allow leaders and team members to reflect on achievements, assess impact, and recalibrate efforts for the remainder of the year. These sessions are also a prime opportunity to gather and give feedback, which should be brave, honest, and outcome-focused.

• Leading with clarity, consistency, and purpose ensuring that every conversation, goal, and action contributes to the success of the team and the business.

• Setting clear goals, with regular check-ins, and outcome alignment, creates the foundation for fair and meaningful differentiation across teams. 

Administrative Duties:

• Perform necessary administrative tasks (brilliant basics) but focus primarily on leading and managing people to deliver required customer & business outcomes.