What you’ll be doing
• Designing optimal service models for complex and non‑standard customer solutions, from requirements definition to pricing and forecasting.
• Leading the service design workstream within bid teams, producing high‑quality proposal documents and aligning third‑party service components.
• Building strong senior‑level customer relationships, providing trusted service‑strategy leadership and influencing operational decisions.
• Negotiating service components such as SLAs and contractual schedules with customers and partners.
• Bringing innovation to service design by applying deep knowledge of BT’s products, services, and industry best practice.
• Collaborating with multiple internal teams—Managed Service, Finance, Legal, Security, Commercial, Service Delivery, Service Management—to shape and agree service models.
• Contributing to continuous improvement by enhancing design methodologies, policies, and processes across the Service Design function.
• Representing Service Design within market units, directly influencing BT’s ability to win and deliver complex new business.
What experience you'll need
• Strong background in delivering service solutions to business customers across corporate, commercial, or public‑sector environments.
• Excellent stakeholder management skills with the ability to influence at senior levels, including boards.
• Experience shaping service strategies, translating technical detail into clear, compelling narratives, and producing high‑quality bid materials.
• Proven commercial acumen—able to balance cost, value, and risk to support competitive commercial propositions.
• Understanding of service strategy, operational processes, and the service ecosystem across Corporate & Public Sector.
• Knowledge of leading‑edge connectivity technologies, particularly mobile and 5G‑enabled services.
• Skilled communicator with strong negotiation, presentation, and customer‑facing confidence.
• Minimum ITIL 4 Foundation (or equivalent), with a desire to progress to ITIL Managing Professional.
• Ability to work autonomously, manage ambiguity, and take full ownership of outcomes in complex environments.
• Eligibility to obtain and maintain appropriate security clearances (e.g., SC, NPPV).
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.
Benefits of working for BT include:
• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• 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.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100’s of retail discounts including the BT shop
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.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society. 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.