Desk Based Solution Delivery Support

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

Managed Customer Service is responsible for delivering and servicing BT Enterprise Major UK, Public Sector and Major Corporate contracts, and operates with a £140m underlying budget in 18/19.

The Desk Based Solution Deliver Support will support the delivery of products to our customers ensuring orders, dependencies and change requests are managed to meet the customers’ delivery dates.

The Desk Based Solution Deliver Support will work with the Project Manger to keep them informed of progress throughout the Project Lifecycle.

What I’ll be doing – your accountabilities

• You will support the delivery of BT Products to external customers, ensuring delivery dates are met and delivered right first time.
• Pro-actively ensure that all required orders and dependencies are in line to ensure delivery will be successful and right first time on the customer agreed date
• Co-ordinate changes that arise during the implementation and delivery phases of the project
• Work closely with the Project Manager to resolve any risks/issues that arise during the delivery
• Regularly provide progress updates to the Project Manager, ensuring any issues impacting delivery are escalated in a timely manner
• Work with internal customers/stakeholders, undertaking the role of customer advocate.
• Ensure that good practice is shared across the Service Transition Delivery Team
• Able to manage risks, issues & dependencies
• Able to monitor & control standard complexity projects.
• Able to deal with stakeholders, customers and suppliers, specific to project needs.
• Able to prepare kick-off template ( Kit and cct ordering ), able to book engineer visits and coordinate the same, request for kit orders

Qualifications

• Prince 2 awareness would be an advantage
• ITIL v4 Awareness/Foundation certification would be an advantage
• Experience of project delivery and relationship management as defined by the needs of the business, including customer, project team, project suppliers and other affected parties.
• Demonstrable record of resolving issues that threatened to delay or seriously disrupt the project goals

Skills/Knowledge and Experience:

• You will have experience of supporting the delivery of projects across the full delivery lifecycle
• You will have proven experience of managing risks, issues and dependencies successfully
• You will display a proven track record of delivering to time cost and quality
• You will possess the ability to build and manage relationships, typically with multiple stakeholders at a various management levels
• You will have good co-ordination and organisational skills and be able to work on several projects at any given time
• You will be able to demonstrate a good commercial awareness
• You will have experience of working with Microsoft office applications, in particular Excel and Word. Microsoft Project would be an advantage but not necessary.
• You will be able to demonstrate an ability for problem solving (thinking outside the box)
• You will have experience of managing a variety of stakeholders
• Familiar with Expedio, Diplomat, COSMOSS, BFG and the likes of such BT Tools

Communication

• You must possess excellent verbal and written communications skills as you will be expected to communicate clearly, effectively, assertively and professionally with key stakeholders and provide regular governance reporting
• You must be able to present complex issues in an easy-to-understand way

General

• You must possess the ability to deliver under pressure and demonstrate high self-motivation
• You must be able to work collaboratively with internal teams
• You must be able to manage your own time effectively

COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in {British Telecom}. We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual on boarding, to make sure that we maintain candidate and employee safety.

Eligibility Criteria:

‘As per IJP Guidelines’

“If you have an active PIP/Disciplinary sanctions then you cannot apply for a role internally for the duration of that sanction. In circumstances when you are in a disciplinary process but the outcome hasn’t been reached or there is an active appeal then you can apply, however, the Offer could be withdrawn if, subsequently, you’re issued with a sanction or your appeal is unsuccessful. It is the responsibility of an applicant to not apply to IJP in case if they are on an active PIP/ Disciplinary case/ Warnings or sanction. If such an applicant is found to have applied for a role, then, strong disciplinary action will be taken against that applicant.”