Job Description

Job Req ID: 46087
Function: Service
Location: Kolkata
Career Grade:'F'
External Closing Date: 23-July-25
Why this job matters
The purpose of the role is to lead on the specific contracts for Problem Management/Capacity & Availability/Knowledge Management and work with the Team Manager to maintain and improve service performance, resulting in cost effective operations and ensuring contractual SLAs are achieved. Contributing to continual improvement processes and performing Change Control activities for customers managed by their team.
This role is aiming to build a best-in-class service offering for their function, growing the customer base through competitive tender and solution innovation and marketing the function in all aspects to the business and the other ITIL functions
The role would support the service performance team and leading the staff in India and ensuring in driving wider Service Performance KPI's and enable the people in India to drive improvements and manage their well-being.
The role holder would also be responsible for all direct customer facing projects/task and would lead on any complex delivery in the wider team supporting the overall practice.
What you'll be doing

• Responsible for implementing and setting the processes for ITIL functions and setting strategic industry best practice in these critical ITIL processes across their contracts
• Ensuring that the analysis & reporting are carried out appropriately to minimise the number and impact of any related incidents upon the Customer's service.
• Influencing key stakeholders, ensuring the ITIL framework is implemented and linkages between practices are clear and relevant across EMS. In order

to do this effectively they would need to have relevant professional/ technical ITIL knowledge.

• Owning at least one transformational activity to drive improvement within the wider Problem Management Team
• Taking ownership & drive Continuous Improvement initiative to ensure that Value is added which is Beyond the CI journey.
• Accountable for meeting all internal (KPI) and external (SLA) measures across the practice, to support and drive all internal working agreements (OLA) to increase customer satisfaction
• Recognised as a role model within their peer group and prepared to challenge
• Significant Contribution to Transformation
• Willing to adapt to a challenging or complex Environment
• Contribute to the management of budget within their team as well as management of new business coming into the team with responsibility for any associated cost savings.
• Be cleared to the required security level to ensure compliance to contractual and governance requirements
• Knowledge on Risk/BCP, Service Continuity
• Coach/ Mentor the analysts in the team, firstly to ensure proper KT is given for existing/new business, secondly to help understand the customer requirements with regards to the monthly reports sent and thirdly to handle escalations when and where necessary.
• To be fully conversant with the Tools & Processes for Capacity, Availability, Knowledge & Problem Management, Service Continuity
• Proven track record of working collaboratively to develop better ways to work together
• Thorough understanding of customer/contract or programme and knowledge of BT products.

The skills you'll need
Complaint Management
Regulatory Compliance
IT Service Delivery
Financial Management
Issue Resolution
Problem Solving
Customer Experience
Risk Management
Data Analysis
Data Management
Technical Support
Technical Reporting
Business Process Improvement
Escalation Management
Decision Making
Growth Mindset
Inclusive Leadership
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.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
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.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.