Service Delivery Operations Support

Req ID: 30322
Job Title: Service Delivery Operations Support
Hiring Manager: Darren King
Locations: Ipswich or London
Advert Closing Date: 10/03/2024
Security isn't always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.
About this role
You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.
What you'll be doing:

• Be the primary point of contact for all customer issues, responsible for logging, raising requests, managing queues.
• Log tickets perform feasibility studies triaging and working with the technical teams to communicate and feedback information to customers.
• Plan the delivery of Etherway Ccts and Fibre routes to tight timescales.
• Design, deliver and own complex IT systems to sensitive customer requirements.
• Drive, change and innovation in technology and working practises/processes.
• Improve customer experience - By delivering repair, provision and service availability performance, continually improving & supporting delivery of great NPS outcomes.
• Work with all stakeholders in Service Operations to ensure that budgets are built year on year based on understanding improvements and forecasting business expectations.
• Help to improve Profitability - by delivering and operating within service budgets and work tirelessly to deliver highly efficient services which meet our customer needs and maintain a highly utilised team.
• Undertake suitable learning to remain up to date with industry best practice.

You'll have the following skills/experience:

• BT network tools and services, CSS, PIPER, Service Transparency Tool, Cable Jar, Geohub, JIRA
• Service Desk experience
• Ability to work in a high-pressure environment with strict KPIs governing service operations.
• Good relationship management skills with a dedicated and positive attitude
• Transmission systems experience
• Ticket management and monitoring

You may also have:

• ITIL 4 Foundation (desirable)

Diversity and Inclusion:
Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills, and experiences, and encourage applications from all sections of the community. Our ambition focuses on recruiting and retaining people who are under-represented in our workforce. Including those from ethnic minority groups, disabled and neurodiverse people and women. However, diversity does not end there and anyone with different backgrounds, gender identities, sexual orientations, ethnicities, ages or stages of life, disabilities and those from low socio-economic backgrounds are welcomed and encouraged to apply. Find out more about BT's D&I manifesto by searching on our website.
What's in it for you:

• Discounted BT Broadband, TV & mobile packages and BT products
• On target Bonus
• 10% pension contribution
• Professional development and paid for industry certifications/qualifications.
• Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.
• Well-being support for you and your family
• 3 days paid volunteering a year.
• Flexible and smart working (subject to business needs)

Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you're excited about this role but your past-experience doesn't align perfectly with every requirement, don't worry - we'd still love you to apply!
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.