Job Description

Recruiter: Shalini Singh

Hiring Manager: Kirandeep Singh Kalra

Career Grade: E

Internal Closing Date: NA

Why this job matters

The Service Management Professional delivers assigned customers services, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you\'ll be doing

1. Support client solutions and operations, working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
2. Supports the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
3. Participates in processes aligned with the group including change management, service governance and assurance, risk and data management.
4. Participates in service review meetings and joint escalation calls with suppliers and support groups.
5. Executes resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
6. Executes measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers\' orders.
7. Supports the liaising with both external and internal complementary partners within the relevant service support system.
8. Monitors and assesses the performance of different suppliers and support groups, and adherence to the contract.
9. Supports the performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer\'s pain points, executing actions to improve customer satisfaction.
10. Supports in the implementation of ways to improve working processes within the area of service management.

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
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.

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.

BT