Job Description

Job Req ID: 46392
Function: Service
Location: Kolkata
Career Grade:'F'
External Closing Date: 23-July-25
Why this job matters
Service Control is a function providing ITIL excellence which creates customer trust and value, helping us win new and keep existing business. We provide governance to the Managed Service organisation to ensure we demonstrate and evolve expertise in IT Service Management, keeping ahead of our competitors. We have a deep understanding of the ITIL framework and best practices which allows us to effectively assess and address the needs and challenges of our customers. By leveraging their knowledge and experience we provide valuable insights, guidance and solutions that align with industry standards and help our customers achieve their business objectives. We are the product that BT Business is selling, our customer pays for our expertise as they know they are working with professionals who can effectively manage their IT services and deliver tangible results for their business. We are recognised by customers as a value proposition, our expertise assures optimum cost and customer satisfaction.
Working closely with your peers across Service Control and with the Managed Services leadership team and wider Business and BT stakeholders, you will co-ordinate and drive the Managed Service in life change and improvement agenda. You will lead on our approach to channel and product agnostic process mapping, designing workflows, digitalisation and automation agenda that align to our strategic goals, and enabling a world class service and customer experience for optimum cost to serve! Your work cuts through organisational boundaries and you'll thrive for enhanced collaboration, innovation, commerciality, and delivery of outcomes at pace.

• You'll be accountable for driving programmes at a pan-Service/ Directorate level, dealing with our biggest transformation programmes.
• You will be responsible for ensuring the very latest managed customer service thinking is at the forefront of everything we do by identifying and implementing best practice.
• A change expert of Business Improvement or Programme Management, with experience of Agile and Waterfall delivery methods, with the ability to coach and mentor newer team members in the change community which enables improved delivery across the Business improvement and programme management community.

What you'll be doing

• Responsible for ensuring Operational Directorates change programmes are governed robustly and managed appropriately across all quality gates
• Business case design, sign off and approval as required.
• Accountable for Ensuring external stakeholders are informed and consulted as appropriate throughout the programme delivery journey, production of programme collateral to be utilised with all external stakeholders.
• Responsible for Production of programme collateral to be shared with Global & CPS account teams for all aspects of customer communications.
• Responsible for representing programme performance at key strategic forums such Operational Reviews, functional, service wide and market unit aligned board sessions.
• Delivers Programmes that underpin the Service strategy through a compelling plan working in collaboration with Service operational teams.
• Accountable for ensuring benefits are clearly mapped, signed off, enabled, and delivered against target by making clear plans for implementation and delivers sustainable change using best practice PPM principles
• A champion of change within Service, promoting all positive aspects of change to all involved or impacted.
• Seeks out best practice both internally and externally, ensuring that Service is leading and driving change in line with the latest innovation and technology and industry best practice.
• Responsible for ensuring Operational Directorates change programmes are designed according to approved methodology and delivered in a best practise way - DMAIC, APMP, Prince, Agile, ITIL and breaking complex programmes into manageable roadmaps.
• Leadership of direct and virtual teams - focus on quick and agile, role modelling our values and coaching for performance for optimum performance.
• Responsibility to drive strategic programmes delivering up to 10 million cost benefit delivery.
• Stakeholder management & influencing - effective communication, influencing, coaching and negotiation skills; leverage a variety of communication channels internally and externally, to meaningfully engage with a wide range of senior stakeholders
• Continuous improvement focus - thrive to improve operational processes and practices; apply thought leadership and knowledge of industry best practice, to advocate and embed consistent processes, practices, and ways of working that improve and continuously evolve the effectiveness and efficiency of our operation
• Programme/Project Management - execution and delivery of complex projects/programmes, leading issue escalations, project risks, dependencies, and project changes, ensuring timely intervention and communication to stakeholders.
• Business process improvement - review business processes and workflows and identify innovative approaches to re-design activities and deliver operational activities that optimise performance, quality, and speed of service outcomes for customers and Business
• Data analysis - use data to generate actionable business insight and intelligence, to inform decisions
• Problem solving - conduct root cause analysis, identify and prioritise alternative solutions to modernise and improve our operations, and implement selected solutions through to adoption.

The skills you'll need
Communication
Problem Solving
Stakeholder Management
Customer Insights
Business Analysis
Program Increment Planning/Big Room Planning
Data Analysis
Agile Methodologies
Organisational Transformation
Business Partnering & Consulting
Design Thinking
User Centred Design
Business Process Improvement
Project/Programme Management
Workshop Coordination
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.