Recruiter: Daniel McCarthy 

Career Grade: D 

Internal Closing Date: 04/03/24

Why this job matters

The Service Delivery Specialist executes a range of workstreams in the delivery of highly skilled customer service for multiple customer accounts, proactively managing customer needs to ensure the highest levels of customer satisfaction, and that expectations are met and surpassed.

What you’ll be doing

1. Ensures standards delivery, revenue growth and a successful relationship with assigned customers by identifying and raising opportunities.
2. Leads with customers monthly service review meetings, with effective service level agreements (SLAs) reporting and associated analysis.
3. Drives the review and progress on continuous service improvement plans for each customer.
4. Contributes to the development of the operational service improvement plan, ensuring that improvements are identified, prioritised and fixed.
5. Acts as a point of advanced escalation for non-routine and potentially complex problems for assigned customers, building a strong business relationship.
6. Drives regular contact with customers to be able to promote products and services according to the needs of customers, in conjunction with the sales team.
7. Mentors other service delivery colleagues, helping to improve the team's abilities by acting as a technical resource.
8. Champions, continuously develops and shares with team knowledge on emerging trends and changes in service delivery.

The skills you’ll need

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.  

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

Why this job matters
The purpose of this Technical Delivery role is to lead the delivery and implementation of converged core initiatives, be they infrastructure rollout, service capability, network realisation and optimisation or best practice policy and procedures. 
Reporting to the Senior Manager for Delivery within Converged Core, the Technical Delivery Specialist role will be working with both internal and external resources across key areas of the business to deliver complex solutions that by their nature are a challenge to all involved, be that technically, financially or politically. Part of the role may also be to take on work that might not logically sit within Converged Core but which they have taken upon themselves to fulfil to ensure deliveries are completed. Longer term however those activities/function should reside elsewhere. It would therefore be the role of the Delivery manager to learn about the wider business, understand where those activities/function may be best placed for the long term and work with both Converged Core and the other area to negotiate the transfer of the work. 

With the above context in mind, a great communication style and commercial astuteness are key to this role along with tenacity and creativity in problem solving for both Converged Core and the wider business. The Converged Core network underpins 40% of UK broadband services and 70% of UK mobile backhaul, along with radio, satellite and subsea services. It supports the UK’s Critical National Infrastructure such as 999 services, Utilities, airlines, MoD and government services. It is imperative therefore that the people who work within Converged Core have a passion for what they do. It is about doing the right thing, in the right way for the right reasons, ensuring robust and effective outcomes for the long term, protecting both the Network and the people who rely upon it.

What I’ll be doing – your accountabilities
Accountable for implementing a project management approach to defect management within complex deliveries and major programmes, ensuring routes to deployment are kept clear and momentum is maintained. With a background in technical delivery, you will quickly come up to speed on the products and services being deployed as well as the system components and applications in support of those services and the matrixed teams that build and manage them. As the accountable interface for all defects that put our deliveries at risk, you will:

• Manage the day to day running of the defect management lifecycle, driving defects and the associated Problem Records to a timely conclusion.
• Build and maintain programme defect reporting.
• Ensure all defects reported are recorded via Jira.
• Ensure all defects are assigned to the most appropriate individuals for resolution.
• Carry out continual Root Cause Analysis reviews, taking necessary action to ensure problems have been mitigated/resolved efficiently and professionally.
• Work alongside the product managers, test leads and systems teams to ensure the most appropriate routes to resolution are being deployed.
• Work alongside the scrum leads to ensure an Agile approach to the delivery of problem solutions is being adhered to.
• Liaise with internal and external stakeholders to offer appropriate reassurance and insight into ongoing defects and the associated implementation stages.
• Act as the key escalation and point of accountability for all defects that could impact the programme.
• Produce in-depth analysis that will highlight current trends as well as alert of potential future impacts and possible avoidance strategies.
• Track on-going defects and the associated mitigations as well as tracking the levels of success or failure of defect solutions already deployed.
• Build and maintain strong and effective relationships across matrixed teams to drive a long-term culture of defect management as part of the fabric of what we do.
• Use those strong relationships to drive out appropriate short and long-term solutions to defects in the most robust and effective way, giving long-term assurance and protection to the network and the business.
• Drive and deliver defect management transformation across programme delivery for Fixed Networks, setting the gold standard for defect resolution within the technical delivery space.
   

Skills required for the job

• Kindness and compassion.
• Unceasing curiosity as to ‘why’.
• Finds great joy in problem solving.
• Ability to innovate to resolve complex challenges.
• Tenacity and resilience to drive resolutions.
• Ability to find clear line of sight through significant noise.
• Process creation and setting into BAU.
• Excellent communication and stakeholder management at all levels.
• High degree of business and commercial acumen. 
• Strong leadership capability with an ability to lead and motivate high performing teams.
• Significant experience of leading and delivering complex projects with challenging timeframes. 
• Relevant Project/Programme Management 
• Certification. 

 
Experience you would be expected to have
Mandatory

• Experience of working within high profile, critical and complex project deliveries. 
• Evidence of complex decision making and problem solving.
• Understanding of complex time/cost/quality trade-offs.
• Robust communication style.
• Evidence of senior stakeholder management. 
• Understanding of the types of questions seniors will ask.
• Understanding of what strong root cause analysis is.
• Active Issue and Risk Management through the application of local and business wide risk management strategies.
• Experience of working with full independence/autonomy.
• Experience of working within diverse environments.
• Track record of embedding positive team cultures.
• Proven experience of managing matrixed teams both on-shore and off-shore in a multi-vendor environment.
• Proven experience of working with high performing teams and leading them to resounding success.
• Experienced practitioner of one or more formal Project Management methodologies 
• Experience of working in an Agile environment.

Preferred

• AGILE
• PRINCE
• APM

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.

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.