Job Title: Senior Manager, Service Operations

Recruiter: Allan Waller

Location: Balborough - role is required on site in the new Sheffield Endevour building.

Due to the sensitive nature of this role, you will need to be able to attain BPSS level Security Clearance https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#baseline-personnel-security-standard-bpss

Why this job matters:

 As a Senior Operations Manager, you will lead a team of approximately 150 - 300 service operations colleagues across global sites, with primary operations in the UK and globally. Your role includes 24/7 management of service desk operations for customers within our shared portfolio, significantly impacting their service experience. You lead service operations for a diverse range of contracts and customers, from small corporate entities to large multinational contracts and public sector frameworks, critical for BT's brand reputation. The criticality of the services Business provides, and the operations this role oversees, underscores the highly pressurised nature of this customer environment.

Your responsibilities encompass maintaining operational excellence and mitigating risks to prevent brand damage. You play a key role in defining the strategic direction of service operations, ensuring alignment with organisational goals. Through your leadership, you guide the centres towards operational excellence, innovation, and continual improvement, driving sustained success. You cultivate senior and peer-level relationships, serving as a trusted advisor to customers and addressing end to end escalations to ensure high levels of satisfaction and trust. As a Senior Operations Centre Manager, you are pivotal in ensuring BT's leadership in service delivery and customer satisfaction.

What you’ll do: 

Strategic Oversight:

• Accountable for the strategic direction, organisation, operational performance, and cost-to-serve of service operations within the designated centres.
• Implement strategies to enhance customer satisfaction, colleague experience, and operational efficiency within the centres.

Operational Management:

• Ensure integration of functions and drive transformation across service operations to optimise customer and colleague experiences while maintaining service standards.
• Foster effective collaboration and alignment with other ITIL functions, such as Incident Management, Change Management, and Problem Management, to ensure seamless integration of processes and optimise service delivery across the organisation.

Quality Assurance and Performance Metrics:

• Implement and monitor quality assurance processes to ensure service delivery meets or exceeds established standards.
• Define and track key performance indicators (KPIs) to measure the effectiveness and efficiency of service operations.
• Develop actionable insights from performance data to drive continuous improvement initiatives and optimise resource allocation.
• Collaborate closely with global service centres to ensure consistent practices and seamless coordination across regions.
• Attend ISO and industry audits to represent BT and the front the centres, ensuring compliance with relevant standards and regulations.

Team Leadership and Development:

• Lead and direct a team of service operations colleagues, fostering an inclusive environment that promotes continuous improvement and positive collaboration.
• Provide coaching and guidance to Operations Managers to drive performance improvements and achieve operational goals.
• Develop and implement training programs to enhance the skills and capabilities of service operations teams.

Stakeholder Engagement and Customer Experience:

• Establish and maintain effective stakeholder relationships with internal and external partners, contributing to strategic solutions and driving service performance enhancements.
• Collaborate with senior stakeholders to understand business requirements and align operational priorities accordingly.
• Leads customer visits and tours of the centres, showcasing end to end operational capabilities.
• Take a leadership role in managing the end-to-end customer journey within the hubs, ensuring seamless transitions and superior service delivery.

Continuous Improvement and Crisis Management:

• Drive change and innovation within the centres through service improvement initiatives, and process automation.
• Fully accountable for identifying, analysing, and resolving operational problems across service operations, employing proactive measures to mitigate disruptions and optimise service delivery efficiency.
• Continuously develop, update, and maintain comprehensive crisis management plans to proactively mitigate the impact of unforeseen events or disruptions on service delivery, ensuring ongoing improvement and adaptability for future challenges.

What you'll bring:

• Previous experience in managing service operations or similar roles within a fast-paced environment including a good knowledge of BT products and current technologies.
• Proven ability to lead large teams and drive performance improvements.
• Track record of building successful relationships with stakeholders and managing customer expectations.
• Familiarity with digital trends and market dynamics impacting service operations.

Security Clearance: This role requires BPSS level Security clearance so you will either need to already have this or be capable and willing to attain this clearance. https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels#baseline-personnel-security-standard-bpss

Diversity and Inclusion:

Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills, and experiences, and encourage applications from all sections of the community. Our ambition focuses on recruiting and retaining people who are under-represented in our workforce. Including those from ethnic minority groups, disabled and neurodiverse people and women. However, diversity does not end there and anyone with different backgrounds, gender identities, sexual orientations, ethnicities, ages or stages of life, disabilities and those from low socio-economic backgrounds are welcomed and encouraged to apply. Find out more about BT’s D&I manifesto by searching on our website.

Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you're excited about this role but your past-experience doesn't align perfectly with every requirement, don’t worry – we’d still love you to apply!