Strategic Leadership: Develop and execute BT's service and delivery strategy for the client, aligning with customer goals and collaborating with senior management to set overall client services strategy. Coach and mentor operational and technical management teams within the customer base.
Operational Excellence and Escalation Management: 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 (SLAs).
Team Leadership and Development: Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.
Strategic Planning and Innovation: Innovate and 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.
Financial Management and Accountability: Manage the financial aspects of service delivery within the vertical, including cost-to-serve analysis, budget allocation, and accountability for revenue targets and cost reduction initiatives.
Stakeholder Engagement and Communication: 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 organizations, ensuring alignment of vision, objectives, and outcomes.
Process Leadership: Lead processes aligned with the group including change management, service governance and assurance, risk and data management.
Subject Matter Expertise: Operate as an SME within own field of expertise, managing commercial and operational aspects of bids on managed service opportunities from new and existing customers, proposing potential ideas for service and ensuring customer service expectations can be met.
Compliance: Lead consistency with security and compliance policies and procedures within service/solution operation scope, ensuring compliance with internal and external regulations.
Continuous Improvement: Lead the implementation of continuous improvement initiatives to enhance service management processes, such as first-time fix rates, through better processes, technology, and management.
As our Senior Client Services Manager, you'll sit in the Business UK - Service function, within our Managed Service team.
We are seeking someone with experience acting in or having held a Senior Manager role. You will be responsible for managing multiple managed service contracts servicing an Aviation client, accountable for the end-to-end Service and Delivery of the entire contract. Industry experience in aviation and knowledge of CAA guidelines on networks are essential. Your role involves shaping BT's service and delivery strategies to meet customer goals and SLAs, building strong relationships internally and externally, and acting as the voice of the customer to our teams. Leadership of a team of 150 operational and functional colleagues is key, with accountability for contractual outcomes, operational KPIs, projects, and continuous improvement initiatives. You will collaborate with stakeholders at all levels, including C-suite executives, to ensure alignment with BT's vision and customer requirements. The role requires SC level Security Clearance; previous clearance is advantageous, or you must meet the eligibility criteria (British National or UK Passport holder and UK residency for 5+ years), with clearance initiated by BT upon entry.
Key Leadership and Skills:
* Demonstrated ability to lead and motivate a large team, fostering a culture of customer excellence and continuous improvement.
* Exceptional communication skills across all levels, including C-suite, internal teams, and external partners.
* Strong strategic thinking and planning capabilities, aligning service strategies with customer and business objectives.
* Excellent relationship management skills to maintain strong customer and stakeholder relationships.
* Advanced problem-solving skills to analyze complex issues and develop effective solutions.
* Strong financial acumen, managing service delivery budgets and revenue targets (>£20M).
* Experience in sales enablement and shaping sales strategies to meet customer needs.
* Proven ability to innovate and implement continuous improvement and transformational plans.
Experience Required:
* Senior management experience with engagement at senior stakeholder levels (Managers, Directors, CIO).
* Deep understanding of the aviation industry and CAA guidelines on networks.
* Proven track record in matrix management and customer relationship management.
* ITIL 4 Foundation certification.
* Project management experience (PMP, Prince2, Agile).
* Familiarity with quality improvement methodologies like Six Sigma or Lean.
* Experience with customer experience metrics such as NPS.
At BT, we value diversity and inclusion, and are committed to making a positive impact. Joining us means being part of a team that celebrates differences, fosters innovation, and provides opportunities for growth.
Benefits include 25 days annual leave, car allowance (£5,500), pension scheme, discounts on BT products, family leave, health support, and more.
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