Location: Birmingham
Working Style: Hybrid- 3 days a week in the office, 2 days from home
Why this job matters
Service Provision is at the core of the BT network, working across the whole of the BT estate to deliver services and capability for customers, National Critical Infrastructure, and specialist business areas. As a key revenue stream for BT, Service Provision Professionals are at the center of making this happen.
You will be working with key partners and engineering service colleagues to provide, amend and cease services, additionally working to remove redundant parts of the network, streamlining to ensure BT stays at the forefront of technological services.
You will work on key projects for National Critical Infrastructure, providing the network which keeps the nation safe and protected.
Our commitment with Ofcom means we must be sensitive with the information we share and who we share it with; you’ll work with integrity and mindfulness to ensure we remain compliant.
This is an extremely varied role which will allow you to work on several areas of the network, developing skills and capabilities to support your personal growth and the BT Network Goals.
What you’ll be doing
* Champion the customer requirement, focusing on the delivery of high-quality products, meeting the customers’ needs and expectations.
* A proactive professional, quick to respond to the demands of the business and stakeholders, being responsible and accountable for your actions and the impact it has on the business, network and customer.
* Knowledge of the End-to-End (E2E) journey of the Service Provision Team Products.
* Own and manage the delivery of the task from initial receipt to completion (E2E), managing stakeholders’ expectations, scheduling work and communicating with stakeholders at all levels.
* Own and manage any escalations to a high standard, devising solutions with other business areas as required, implementing these in the network to deliver value to BT and our customers.
* Responsible for the identification of personal and team knowledge gaps, identifying a suitable source of training to support personal and team development to the benefit of the business and customers.
* Have an in-depth knowledge of the 20C/21C Network and business areas within the Service Provision Team.
* Maintain the high standards expected of all BT employees when interacting with colleagues, contractors, all stakeholders and customers.
* Interrogate historical data, using this to drive decisions for improvement in the delivery of products.
* Responsible for maintaining data to support decision-making processes, disclosing relevant authorised information when needed as part of your operational duties. Ensuring compliance with legislative requirements and BT policies.
* Manage high volumes of stakeholder engagement with clear accountability to ensure alignment, drive informed decisions, and maintain trust.
* You may be responsible for the delivery and presentation of BT services and products to wider audiences both within and outside BT.
* Seeks continuous improvement and efficiency opportunities to automate, centralise, standardise and simplify processes, owning the delivery of improvement projects and initiatives.
* Any other tasks to support the implementation and delivery of network services on behalf of BT and the BT group.
* Adhere to the BT Values in everything we do, as defined by:
* Manage ambiguity in demand through the interaction with stakeholders and colleagues, ensuring suitable solutions can be found for the customer.
* Accountable for the delivery and evaluation of plans in terms of design, resource and budget constraints.
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What you'll bring
Mandatory
* Demonstratable experience in Nokia Service Router or Router Technologies.
* Strong Interpersonal and Leadership Skills.
* Solve complex problems at scale.
* Agile approach to solving problems.
* Effective communication skills.
* Project Management qualification or demonstratable experience.
* Adaptability to deliver various work streams.
* Experience in BT 20C/21C Network, converged core or IP Platforms.
* Case management- Ability to balance and prioritise your workload and cases efficiently with minimal supervision, supporting other team members to prioritise their work. You make informed judgments about business impact, value and other relevant factors.
* Improvement focus- You question and challenge the way things are done and work with others to make improvements. You build your understanding of the end-to-end processes to which your own role and the wider team contributes.
Nice to have
* Qualification or Experience in Continuous improvement Methodologies.
* Qualification or Experience in Risk Management
* Network based qualification (e.g CompTIA, CCNA etc.)
* Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.
* Drafting- You apply knowledge to interpret and draft reports and documentation. You follow processes to gather and consolidate information for the business in an accurate and concise way.
* Experience in budget management.
* Experience using PowerApps to automate or streamline network operations.
What's in it for you
* 10% on target bonus
* BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
* Life Assurance Cover
* Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
* 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.
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
* 25 days annual leave (not including bank holidays), increasing with service
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks carer’s leave
* World-class training and development opportunities
* Option to join BT Shares Saving schemes
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.