Accountabilities

• Own Service Management Engineering: Lead the end-to-end engineering, integration, and evolution of ITSM, ITOM, Order Management, and Managed Services platforms for BTI, driving business process improvement, end-to-end process optimisation, and service workflow simplification to eliminate inefficiencies, reduce complexity & improve operational effectiveness.

• Drive Service Delivery and Assurance: Engineer integrated service capabilities that improve end-to-end service visibility, fulfilment, monitoring, incident management, problem resolution, and service restoration, delivering a more seamless and reliable customer experience.

• Deliver Customer and Service Migrations: Own technical solution design and engineering delivery for customer and service migrations, ensuring migration readiness, data and integration integrity, operational acceptance, and minimal customer disruption.

• Embed SAFe and Agile Engineering Delivery: Partner with Service, Product, Architecture, and Engineering teams across Agile Release Trains to translate business priorities into service enablers, solution increments, and release plans. Drive alignment across teams, manage dependencies, and accelerate value realisation through iterative delivery.

• Accelerate AI-led Service Transformation: Drive the adoption and industrialisation of AI, intelligent automation, and predictive service capabilities through OpsFabric. Enable proactive fault detection, intelligent incident triage, faster diagnosis and resolution, reduced manual effort, and improved customer and operational experiences.

• Drive Service Landscape Simplification: Lead engineering initiatives leveraging BTI AI solutions to simplify and modernise the Customer Experience (CX) and Service IT landscape, rationalising platforms, reducing duplication and technical debt, streamlining processes, improving agility & cost efficiency.

• Ensure Engineering Excellence and Platform Resilience: Establish and enforce engineering standards across architecture, APIs, integrations, security, observability, testing, release management, and operational readiness. Drive improvements in availability, scalability, performance, recoverability, and technical quality.

• Own In-life Engineering Governance: Provide clear accountability for the technical management and communication of production incidents, problems, and production releases (PRs). Coordinate stakeholders, manage risks and escalations, drive root-cause resolution, and ensure timely, transparent communications and effective service restoration.

• Strengthen Cross-functional Leadership: Build strong partnerships across BTI, BT UK, Service Operations, Product, Architecture, Cyber Security, and delivery partners to align priorities, resolve blockers, manage dependencies, and maintain accountability for outcomes.

• Drive Continuous Improvement and Operational Automation: Identify opportunities to eliminate repetitive activities, optimise service processes, improve engineering productivity, and shift from reactive support towards proactive, data-driven service management

• Measure and Deliver Business Outcomes: Define and track engineering and service KPIs, including customer experience, service availability, incident resolution, migration success, release quality, automation adoption, platform performance, and cost-to-serve. Use insights to prioritise investments and demonstrate measurable business value.

• TSA/RTSA Engineering Dependencies: Manage technical dependencies on BT UK-owned service tools under TSA and enable BT UK journeys through BTI-owned platforms under RTSA, ensuring continuity, clear ownership, effective risk management, and delivery against transition commitments for Service Ops.

Skills Required

This role requires a doer who can think strategically, engineer pragmatically, collaborate across boundaries, and deliver relentlessly - connecting technology, process, people, and AI to create a simpler, smarter, and more reliable service experience for Telco B2B customers.

• Technically credible: Understands the technology deeply enough to challenge designs, guide engineering decisions, and help solve complex problems hands-on.

• Business outcome focused: Understands that technology is an enabler and consistently looks for ways to improve customer experience, simplify processes, and deliver measurable value.

• Execution oriented: Uses SAFe and Agile practices pragmatically to align teams, manage dependencies, overcome blockers, and get solutions into production.

• Change agent: Is curious, proactive, resilient, and willing to challenge the status quo—turning emerging technology, particularly AI, into practical improvements in how services are delivered and assured.

The skills you’ll need to succeed:

• Technology & Engineering Expertise: Strong knowledge of ITSM, ITOM, Order Management, and Managed Services platforms, modern architecture, APIs, cloud, integration, DevSecOps, and platform reliability, with the ability to translate business needs into robust, scalable engineering solutions.

• AI, Innovation & Process Transformation: Understanding of AI, GenAI, AIOps, intelligent automation, and predictive analytics, with the ability to apply emerging technologies to simplify business processes, optimise service workflows, and improve customer experience and operational efficiency.

• Execution Excellence & SAFe Delivery: Practical experience with SAFe and Agile delivery, translating strategy into executable roadmaps and backlogs, coordinating cross-functional teams, managing dependencies, and driving solutions from design through production.

• Hands-on Engineering & Problem Solving: A proactive, go-getter mindset with strong analytical and troubleshooting skills; willing to get into technical detail, challenge the status quo, remove blockers, and take end-to-end ownership of outcomes.

• Collaboration & Stakeholder Leadership: Ability to work across Product, Service, Architecture, Engineering, BTI, and BT UK teams, influence without authority, manage complex dependencies, and communicate technical issues and decisions clearly.

• Service Reliability, Governance & Continuous Improvement: Strong understanding of service assurance, incident and problem management, production releases, operational resilience, security, and risk management, with a focus on improving service quality and reducing recurring issues.

• Business Outcomes & Delivery Accountability: Track record of delivering measurable improvements in customer experience, service availability, migration success, automation, engineering productivity, and cost efficiency, balancing immediate delivery needs with long-term technology strategy.

• The defining ethos: Think like a product owner, engineer like a technologist, deliver like an Agile team, and measure success through customer and business outcomes. Treat Service Management platforms not simply as tools to maintain, but as products to continuously evolve - using engineering, data, and AI to make services smarter, simpler, and more customer-centric

Experience Required

A track record of combining hands-on engineering credibility, product ownership, and operational accountability - using SAFe to mobilise teams and AI to improve service outcomes, while maintaining consistently strong service levels.

• Service Management Technology & Architecture
• AI, GenAI & Intelligent Automation
• Business Process Optimisation & CX Improvement
• SAFe, Agile Delivery & Backlog Prioritisation
• Hands-on Engineering & Technical Problem Solving
• Service Level Management & Operational Resilience
• End-to-End Solution Integration & Migration
• DevSecOps, CI/CD & Engineering Excellence
• Stakeholder Management & Cross-functional Leadership
• Outcome Ownership & Data-driven Decision-making
• Continuous Improvement & Technology Simplification
• Proactive Leadership, Accountability & Execution
• Product Engineering & Platform Ownership

Leadership accountabilities

Leading inclusively and safely

• Build an inclusive, collaborative engineering culture where Product, Service, and Engineering teams are empowered to contribute, challenge ideas, and deliver their best work.
• Embed security, resilience, quality, and operational risk management into engineering decisions, ensuring innovation does not compromise service levels or customer trust.

Owning outcomes

• Take end-to-end accountability for Service Management product roadmaps, engineering delivery, platform performance, and service levels.
• Translate customer and business priorities into measurable outcomes, balancing continuous innovation with service stability, reliability, and operational excellence.
• Proactively manage risks, dependencies, and escalations across BTI, BT UK, and partner teams, ensuring commitments are delivered and issues resolved.

Growth mindset

• Champion continuous learning, experimentation, and adoption of emerging technologies, particularly AI and intelligent automation, to improve customer experience and service performance.
• Encourage teams to challenge the status quo, learn from failures, simplify processes, and continuously improve engineering practices and service outcomes.

Customer first

• Champion customer needs throughout the product engineering lifecycle, using customer feedback, service insights, and operational data to identify opportunities to improve CX.
• Drive seamless, proactive, and differentiated service experiences, ensuring engineering priorities deliver tangible improvements in service quality, responsiveness, and customer satisfaction.

Collaborating for impact

• Bring Product, Service, Architecture, and Engineering teams together through SAFe to align priorities, manage dependencies, and accelerate delivery of shared outcomes.
• Build strong partnerships across BTI and BT UK, fostering transparency, constructive challenge, and collective accountability for service performance and transformation.

Driving innovation and simplification

• Lead the evolution towards a product-led Service Management engineering organisation, with clear platform ownership, roadmaps, reusable capabilities, and continuous delivery.
• Drive AI-led transformation, automation, and service landscape simplification to reduce complexity, improve productivity, and make service experience a competitive differentiator.

Delivering through others

• Set clear direction, empower teams to make decisions, and establish accountability for engineering quality, delivery commitments, and service outcomes.
• Combine strategic leadership with a hands-on approach to problem-solving, removing blockers and enabling teams to deliver reliable services and sustained business value.

Key decisions

Recommend (R): Develop engineering options, roadmaps, technical solutions, and investment proposals.

Agree (A): Obtain mandatory agreement from relevant Architecture, Security, Risk, Service, or commercial authorities where required.

Perform (P): Lead or coordinate engineering teams to implement approved decisions and deliver outcomes.

Input (I): Consult Product, Service Operations, BT UK, and other stakeholders affected by the decision.

Decide (D): Make final decisions within the role’s delegated authority; escalate material business, funding, contractual, or risk exceptions to the designated decision-maker.

Being trusted: Our code

Compliance with all BT Group policies is mandatory and applies to all BT Group employees. Policies can be accessed via the Policy Portal and should be adhered to in-line with Standards of Behaviour Policy & Procedure and the Being trusted: our code.