Senior Client Services Manager

Why this job matters

As the Senior Client Services Manager for the customer, you will strategically shape BT's service and delivery strategies to meet customer goals and contractual SLAs. Being the accountable owner means building strong relationships both internally and externally, being the conduit and acting as the voice of the customer to our Internal service and delivery teams. You will play a pivotal role in leading and motivating a team of operational and functionalised colleagues delivering services to the customer, taking accountability for the contractual outcomes from the new network contract, operational KPIs, projects, continual service improvement and organisational management. You will help foster a culture of excellence and collaboration while ensuring the development and alignment of team members to drive customer-centric outcomes.

The successful candidate will be eligible to gain and hold a Security Clearance to SC Level, which will require a minimum of 5 years working history in the UK to be eligible.

What you’ll be doing

• Develop and execute BT's service and delivery strategy, aligning with customer goals and collaborating with senior management to set overall client services strategy. Effectively communicate and present at an executive level with gravitas and confidence, both internally with BT's front office and delivery teams, and externally with customers and partner organisations

• Oversee the operational aspects of service delivery within the vertical, empowering the team to manage escalations, and ensuring prompt resolution of issues while maintaining alignment with service level agreements.

• Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement. Coach and mentor operational and technical management teams within the customer base.

• Develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformation plans to meet evolving customer needs. Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first-time fix rates through better processes, technology and management.

• Lead processes aligned with the group including change management, service governance and assurance, risk, security compliance policies and data management. Manage the financial aspects of service delivery within your vertical area.

What we'd like to see on your CV

• Extensive experience of Service Management and ITIL process. Suitable candidates will hold a certification in ITIL 4 Foundation, demonstrating a solid understanding of IT service management principles.

• Excellent knowledge of customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures, with demonstrable focus on enhancing customer loyalty and satisfaction. Exposure to XLAs would also be desirable.

• Experience of motivating a team effectively, fostering a culture of excellence, collaboration and continuous improvement. Ability to matrix manage large teams of approximately 100 different stakeholders across various functions.

• Proven policy improvement skills and familiarity with quality improvement methodologies such as Six Sigma or Lean, showcasing the ability to drive efficiency and effectiveness in service delivery processes.

• Excellent relationship management and project managements skills. Able to cultivate and maintain strong relationships with internal and external stakeholders of all levels. Ability to manage complex projects with a good grounding in methodologies and techniques such as PMP, Prince 2 and Agile.

The skills you’ll need

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.

•    Competitive salary
•    15% on target bonus
•    25 days annual leave, plus bank holidays
•    Pension scheme (5% from you, 10% from BT)
•    Car allowance
•    Private healthcare for you and your family
•    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.
•    2 weeks paid carer’s leave 
•    Flexible benefits
•    Employee discounts, including 50% off EE mobile pay monthly or SIM only plans

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.