As the Senior Client Services Manager for BAE System, you will strategically shape BT's service and delivery strategies to meet customer goals and contractual SLAs. Being the accountable owner means building strong relationships both internally and externally, being the conduit and acting as the voice of the customer to our Internal service and delivery teams. You will play a pivotal role in leading and motivating a team of operational and functionalized colleagues delivering services to the customer, taking accountability for the contractual outcomes from the new network contract, operational KPIs, projects, continual service improvement and organizational management. You will help foster a culture of excellence and collaboration while ensuring the development and alignment of team members to drive customer-centric outcomes. The successful candidate will already hold a current valid government security clearance to SC Level.
What You'll Be Doing
* Develop and execute BT's service and delivery strategy for BAE, aligning with customer goals and collaborating with senior management to set overall client services strategy. 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.
* 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).
* Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement. Coach and mentor operational and technical management teams within the customer base.
* 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. Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first‑time fix rates through better process, technology and management.
* Lead processes aligned with the group including change management, service governance and assurance, risk, security compliance policies and data management. Manage the financial aspects of service delivery within your vertical area.
Key Skills
* IT Service Delivery
* Customer Experience Strategic Planning Decision Making Growth Mindset,
Qualifications
* Extensive experience of Service Management and ITIL process. Suitable candidates will hold a certification in ITIL 4 Foundation, demonstrating a solid understanding of IT service management principles.
* Excellent knowledge of customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures, with demonstrable focus on enhancing customer loyalty and satisfaction. Exposure to XLAs would also be desirable.
* Experience of motivating a team effectively, fostering a culture of excellence, collaboration and continuous improvement. Ability to matrix manage large teams of approximately 100 different stakeholders across various functions.
* Proven policy improvement skills and familiarity with quality improvement methodologies such as Six Sigma or Lean, showcasing the ability to drive efficiency and effectiveness in service delivery processes.
* Excellent relationship management and project management skills. Able to cultivate and maintain strong relationships with internal and external stakeholders of all levels. Ability to manage complex projects with a good grounding in methodologies and techniques such as PMP, Prince 2 and Agile.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We are a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start‑ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi‑skilled team that makes a significant impact to society.
Benefits
* 15% on target annual bonus
* Private Healthcare for self & family
* Company car or £5,500 cash alternative
* X4 Salary Life Assurance
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
* 25 days annual leave (not including bank holidays), increasing with service
* 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.
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks paid carer's leave
* Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
* World‑class training and development opportunities
* Discounted broadband, mobile and TV package
* Access to 100's of retail discounts including the BT shop
Flexible Working: This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. This role will also require a weekly visit to the customer site.
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