Complex Investigations Service Operations Professional

Job Details

Job title

Complex Investigations Service Operations Professional

Reports to (job)

Service Operations Resource Specialist

Business Unit

Networks

Team

Networks, Service Platforms, Operations

Location

Bristol/London (with some travel to other BT sites)

Job Dimensions

Service Operations

Hours

37.5 Full time

Direct Reports

Number of Direct Reports - 0

Career Level

E

Number of dotted Direct Reports – 0

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Business Unit/Function

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future. We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match.  We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.

Why this job matters

The Service Management Practice are responsible for overseeing the delivery and operation of our services to our customer base across Mobile, IPTV and Media & Broadcast.  The function is responsible for driving simplification of our operating model through process and tooling standardisation.

The Service Operations Professional role is responsible for the management of technical problems so that their impact to our customers is minimised and that root cause is identified and removed enabling us to maintain the quality and stability of key services delivered by the Service Management Practice.

The role is also responsible for leading and facilitating reviews into service failures that have had impact on transformational initiatives for the Service Operations function, acting as a change agent to constantly evolve the function and ensuring key stakeholders are actively engaging in the process.

What I’ll be doing – your accountabilities

Skills required for the job

·        Acting as a subject matter expert for agreed ITIL function activities managed within the Service Management Practice to ensure that they run smoothly to reduce impact to customers and restore service quickly.

·        Mobilising and facilitating virtual teams of subject matter experts from across Service Platform Operations and the wider Technology organisation to reactively and proactively investigate and resolve problems that are impacting our services.

·        Providing a Service Assurance capability for Service Platform Operations ensuring that key outsourced Problem Management activities are delivered in line with business and contractual expectations. 

·        Responsible for supporting or leading on transformational workstreams, initiatives and projects for the Service Operations function, acting as a change agent to drive continual improvement

·        Supporting the development, operation and continual improvement of Service Operations strategy

Provide detailed information on any qualifications, technical expertise or security clearance that you will need for the job. (See example statements below).

·     Transformation and change: skills to lead and support transformational change relating to the ITIL area

·     Process expert: expert within ITIL area, able to provide expertise around best practice

·     Senior influencer:  must be able to engage, influence and ‘sell’ the function across all levels of BT

·     Improvement focus: skills to analyse, question and challenge the way things are done to optimise processes and deliver excellent outcomes for customers and the business

·     Issue management: ability to drive the diagnosis of issues, incidents and problems, and the implementation of solutions to minimise their impact and prevent reoccurrence

Connected leaders behaviours

Experience you would be expected to have

Select the 3 Connected Colleague behaviours most suitable to the job. Refer to the Connected Leaders site on the Academy for more information on the BT Connected Leaders framework and for the list of 8 Connected Leader behaviours.

·        Problem solver

·        Constant achiever

·        Continuous improver

·        Service Desk/Helpdesk experience

·        Mobile network experience

·        Excellent communicator

·        Experience with Incident management processes

·        Experience or understanding of an ITIL function in a large technology company.

·        Experience of working within an operational environment, with constantly changing timescales and requirements

·        Experience of working collaboratively and effectively with colleagues at all levels of seniority

Key decisions

If the job has key decision rights list these here

(see RAPID guidance).