Job Description

Recruiter: Nishita Jena
Hiring Manager: Rahul Yadav
Career Grade: F
** Strong candidate identified. Might not get a response
Why this job matters
The primary goal of Change Management is to control how, when, and why changes are made to the International Networks, minimizing the risk of unplanned customer impact. Continuous improvement tools and techniques are used to enhance how we work.
We collaborate with Platform, Operational teams, and in-country suppliers to deploy changes that fix faults, increase capacity, and introduce new features, products, and services. We also work with customer-facing teams to ensure impacted customers are notified within agreed SLAs and handle escalations effectively.
What you'll be doing

• Review supplier planned work notifications to determine if they impact the Core network or individual customers. If Core-related, manually raise a ServiceNow change, ensuring policy compliance, accurate inventory, and technical assessment. If customer-specific, route to the appropriate team.
• Assess BT-raised ServiceNow changes for compliance with Planned Works and Network Activity Policies. Provide impact analysis for service-affecting changes.
• Respond promptly and professionally to escalations and queries, ensuring information is appropriate for the audience and maintains compliance. Check protection schemes and route protections where needed.
• Understand network topology and how it links to critical services (e.g. finance, government).
• Manage daily workflow across queues (Core, Inbox, Pending, German & Netherlands), aiming to keep task volumes within weekly targets.
• Recognize how failed changes can lead to incidents, customer compensation, and brand impact. Ensure data accuracy in changes, especially where it affects customer notifications.
• Identify and support performance and process improvements.
• Create and maintain clear work instructions for personal and team use.
• Actively participate in team meetings and support colleagues when possible.
• Assist Service Professionals with tasks such as CAB reporting, statistics, acting as DOA for E-PWs, and take on coaching feedback constructively.

Skills Required

• ServiceNow & Change Management Expertise

Proficiency in using ServiceNow to manually create and manage changes, ensuring compliance with internal policies. This includes interpreting technical data, verifying inventory accuracy, and routing changes appropriately based on impact. * Policy & Compliance Awareness
Familiarity with BT's Planned Works Policy and Network Activity Policy is essential to ensure all changes meet regulatory and operational standards. You must be able to apply these consistently when reviewing or raising changes. * Workflow Prioritization & Task Management
You'll need to manage multiple workstreams (Core, Inbox, Pending, etc.) with clear weekly targets. This requires strong organizational skills and the ability to triage tasks efficiently to maintain service levels. * Professional Stakeholder Engagement
Responding to queries and escalations from internal teams and external suppliers requires clear, professional communication tailored to the audience. You must balance transparency with compliance * Customer-Centric ThinkingUnderstanding how technical decisions affect customers and the business helps align operational actions with strategic goals.
About us
BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
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.

Skills Required