What you’ll be doing
1. Responsible for planning, managing and leading on the technical delivery of large, complex products and services into the UK Platforms team, coordinating and liaising with the Business product line, other Digital and Networks teams and external suppliers/vendors
2. Review service quality definitions, metric, KPIs and SLAs accordingly, e.g. ensuring all customers have a maintained service whilst platform upgrades are in progress, focusing on platform and service reliability and availability measures to ensure we’re delivering a 99.98% platform availability
3. Responsible for contributing to the management of transformation of the UK Platforms unit, in line with the Networks and Business strategies
4. Designing and driving improved working processes – both within the UK Platforms teams and between UK Platforms and other teams within BT
5. Stakeholder management – working with teams across the business to ensure timely delivery of strategic cloud projects (CS&D, product line, external vendors/suppliers)
6. Responsible for inputting into regular reporting to senior leadership teams (SLT) on the progress against all deliverables within Customer Contact
7. Assisting with the coordination of activities across the unit and of activities feeding into the unit
8. Indirect management of people, via matrix management
Skills Required for the Role
9. Technical delivery: very clear understanding of the project management delivery cycle, to be used practically to ensure the delivery of key strategic projects, as well as an understanding of the underlying technologies involved
10. Cloud platforms: subject matter expertise in some areas to ensure a clean, assured delivery of new platforms, integrations and upgrades
11. Problem solving: the ability to think on one’s feet to change plans and make key decisions to influence the progress of deliveries
12. Organisation: key attribute to planning and scheduling work and the creation of compelling, agile delivery plans. Ensuring all milestones are achievable and realistic, and a delegation of responsibility to key stakeholders and teams in order to achieve targets
13. Communication: delivery of complex, technical messages and engagement at all levels of the business – from CEO to engineer – to ensure plans are clearly understood and bought into
14. Leadership: ability to inspire and lead people towards the end goal. Empowerment of stakeholders and team members to be able to deliver against key objectives and milestones.
15. Use data analytics: you use your knowledge of data and its presentation to help colleagues make decisions. You deliver initiatives that improve data analytics in our business.
16. Be tech savvy: you develop and contribute to knowledge of new technologies, how they're used in our business and in others.
17. Be agile: you use your knowledge of best practice to collaborate with peers across the business in different ways.
18. Give specialised advice: you offer advice and recommendations based on your expertise both proactively and on request.
Experience Required for the Role
Mandatory
19. Strong understanding of Contact-Centre-as-a-Service (CCaaS) strategies within BT and the deployment of CCaaS solutions
20. Strong understanding and experience in CI methodologies
21. In-depth knowledge of delivery management and reporting toolsets – MS Excel, MS Project, MS PowerPoint, MS Word, etc.
22. Understanding of the various public cloud services (Amazon Web Services, MS Azure, Google Cloud Platform) as well as private cloud concepts
Preferred
23. In-depth knowledge of the Customer Contact portfolio
24. Understanding of ITIL v3 methodologies
25. PRINCE2 Foundation level (or equivalent)
26. CI accreditation at Silver or above
27. ALP in Technical Delivery Management (Bronze)
28. ALP in Voice (Bronze)
29. ALP in Voice (Silver)
30. ALP in Process (Bronze)
Benefits
31. On target 10% on target bonus
32. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
33. 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.
34. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
35. 25 days annual leave (not including bank holidays), increasing with service
36. 24/7 private virtual GP appointments for UK colleagues
37. 2 weeks carer’s leave
38. World-class training and development opportunities
39. Option to join BT Shares Saving schemes.