Recruiter: Molly Lees
Hiring Manager: Lee Sharman
Career Grade: D
Pattern: Shift based role
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
About us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.