Why this role matters

Service Management in Technology acts independently of both the Networks and Digital units.  You will be responsible for managing and operating an industry best practice Problem Management function working across the platforms and services for our Enterprise and Global products, improving the availability and reliability of these products and delivering the best experience for our customers.

Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. The 
purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.

This is an integral role for us and we are looking for someone with problem management experience who is eager to share their expertise and the ability to coach and develop team members in addition to having stakeholder experience at all levels.

You'll have the following responsibilities

•    Accountable for owning high priority problem records where there is a risk to brand damage and/or significant customer impact.  Contributing to the achievement of the Networks and Digital Operational Excellence scorecard and team KPIs.
•    Own and create comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high risk to service, brand damaging incidents.
•    Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers.
•    Supporting a team of problem professionals to develop and become more effective through coaching to enable the team to deliver their goals.
•    Focus on the continuous improvement of process and working practices in the team to ensure high performance and value outcomes are delivered.
•    You will govern and be the champion for the application of best Problem Management practice across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams.
•    Supporting the shaping and delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals. 
•    Own and drive proactive problem management using data and insights to identify and deliver interventions that reduce incidents and improve service for our customers.
•    Holding and continually developing an advanced technical and service knowledge of the Platforms that your role supports.
•    Accountable for the Problem Management readiness for new services/platforms.
 

You'll have the following skills and experience

Skills

•    Excellent stakeholder relationship and communication skills.
•    Strong leadership in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process and delivery of improvement initiatives.
•    Understanding and experience of problem methodologies and techniques. 
•    Improvement focus - a focus on continous learning and development in yourself and for your team to improve processes and make things more efficient.
•    Story-telling with data - strong analytical skills to be able to inform and create intuitive, impactful views that drive required interventions and improvements.
•    Able to adapt to change quickly to get results in an ever-changing environment.

Experience

MANDATORY
•    ITIL 4 foundation level knowledge.
•    A broad understanding of the key Service Management functions - incident, problem and change.
•    Experience of senior stakeholder management.
PREFERRED
•    ITIL 4 foundation level accreditation.
•    In depth knowledge of the platform technologies, products and services for your role.
•    Knowledge of the strategy and markets for your customers. 
•    Business improvement experience including continuous improvement. 
 

Benefits

•    Competitive salary
•    10% on target bonus
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    25 days annual leave (not including bank holidays), increasing with service
•    Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes.
•    Discounted broadband, mobile and TV packages
•    Access to 100’s of retail discounts including the BT shop

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.

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.