Pan-BT Major Incident Management - Service Specialist

Why this job matters

Incident and Jeopardy Management for all UK based Networks and multiple International Networks including 21C & 20C Core Network Devices  
Communications to internal and external customers and stakeholders with engagement from Group Press office, Group Legal and Civil Resilience.   
Pan-BT Crisis Management, industry wide Crisis Management through the NEAT process (National Emergency Assembly of Telecommunications) Emergency Authority liaison and invocation of disaster recovery plans, key interface into BT Security and Emergency Response Team  
To mobilise a lead pan BT serious incidents and Service Crisis. To command and control the threat management and response Group (TARG). 

What you’ll be doing

To mobilise a lead pan BT serious incidents. To command and control the threat management and response Group (TARG) and Service Crisis. 
To drive network incident focusing on speed of detection and service restoration. 
To provide clear, equivalent communication out to our customers both internal and external to BT. 
To maintain an ITIL standard at all times that complies with statutory controls. To maintain equivalent communication. 
Lead and encourage the Personal, Simple, Brilliant ethos across the incident management process.   
Stakeholder Management – work with colleagues across BT and represent unit interests by driving a service obsessed mentality. 

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.

Skills

Ability to lead and champion Service and Customer Experience across a complex technical environment (such as Technology). 
To set a standard for personal leadership. 
Experienced in producing stakeholder communications to managing director level and above.  
Broad knowledge of and significant experience in ITIL and service management. 
Ability to think beyond existing solutions, to challenge existing assumptions. 
Excellent working knowledge of e2e service management processes. 
Displays strong service and continuous improvement ethos. 
Excellent communication skills, verbal and written 
Ability to work under a high pressure, demanding environment. 

Benefits

Competitive salary
25 days annual leave (plus bank holidays)
10% on target bonus
Life Assurance
Pension scheme
Direct share scheme
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
50% off EE mobile pay monthly or SIM only plans
Exclusive colleague discounts on our latest and greatest BT broadband packages
BT TV with TNT Sports and NOW Entertainment
30% discount for friends and family on EE mobile pay monthly and SIM only plans