Recruiter: Molly Lees
Hiring Manager: Lee Sharman
Career Grade: E
Why this job matters
The primary objective of Change Management is to have effective controls in place around how, when, and why changes are made to the International Networks. Applying control delivers minimal risk of any unplanned customer impact. It is also vital that we constantly look to improve the way we work by using continuous improvement tools and techniques.
Working with the Platform, Operational teams and In country suppliers we ensure changes are successfully deployed into the networks to fix faults, add capacity, and deliver new functionality, features, products and services. Also working with the customer-facing teams, we ensure all impacted customers are notified within the correct Service-level agreement, and deal effectively with escalations.
What you’ll be doing
Support the UK core Network Change Process, check quality and contents aligns with process documentation.
Manage Change approvals and where necessary instigate customer notifications
Manage customer escalations and queries, and where necessary escalate to the Service Professional.
Support Change Embargoes.
Understanding of the UK Core Networks, exchanges and wider engineering is desirable, but not essential.
Manage workflow for the duties on a daily basis.
Be conversant with Microsoft office such as Excel and Outlook.
Ensure the Planned Works Policy and Network Activity Policy are adhered to.
Respond to escalations and queries in a timely and professional manner
Understand the linkage between measures and customers and the business
Play an active part in team meetings/huddles and support the wider team with help and advice when duties allow.
Create and maintain written work instructions
Good written and verbal communication skills.
Produce statistics of change performance
Identify performance improvements and manage improvement initiatives
Flexible approach and mindset that embraces organisational and business change, supporting new initiatives.
Skills
Change Management
ITIL
Customer champion
Collaborative partner
Change agent
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.
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.