What you’ll be doing
1. Champion the customer requirement, focusing on the delivery of high-quality products, meeting the customers’ needs and expectations.
2. 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.
3. Knowledge of the End-to-End (E2E) journey of the Service Provision Team Products.
4. 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.
5. 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.
6. 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.
7. Have an in-depth knowledge of the 20C/21C Network and business areas within the Service Provision Team.
8. Maintain the high standards expected of all BT employees when interacting with colleagues, contractors, all stakeholders and customers.
9. Interrogate historical data, using this to drive decisions for improvement in the delivery of products.
10. 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.
11. Manage high volumes of stakeholder engagement with clear accountability to ensure alignment, drive informed decisions, and maintain trust.
12. You may be responsible for the delivery and presentation of BT services and products to wider audiences both within and outside BT.
13. Seeks continuous improvement and efficiency opportunities to automate, centralise, standardise and simplify processes, owning the delivery of improvement projects and initiatives.
14. Any other tasks to support the implementation and delivery of network services on behalf of BT and the BT group.
15. Adhere to the BT Values in everything we do, as defined by:
16. Manage ambiguity in demand through the interaction with stakeholders and colleagues, ensuring suitable solutions can be found for the customer.
17. Accountable for the delivery and evaluation of plans in terms of design, resource and budget constraints.
What you'll bring
Mandatory
18. Demonstratable experience in Nokia Service Router or Router Technologies.
19. Strong Interpersonal and Leadership Skills.
20. Solve complex problems at scale.
21. Agile approach to solving problems.
22. Effective communication skills.
23. Project Management qualification or demonstratable experience.
24. Adaptability to deliver various work streams.
25. Experience in BT 20C/21C Network, converged core or IP Platforms.
26. 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.
27. 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
28. Qualification or Experience in Continuous improvement Methodologies.
29. Qualification or Experience in Risk Management
30. Network based qualification (e.g CompTIA, CCNA etc.)
31. Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.
32. 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.
33. Experience in budget management.
34. Experience using PowerApps to automate or streamline network operations.
What's in it for you
35. 10% on target bonus
36. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
37. Life Assurance Cover
38. Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
39. 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.
40. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
41. 25 days annual leave (not including bank holidays), increasing with service
42. 24/7 private virtual GP appointments for UK colleagues
43. 2 weeks carer’s leave
44. World-class training and development opportunities
45. Option to join BT Shares Saving schemes