Senior Manager Bespoke Operations

Job Description

Why this job mattersAs a Senior Bespoke Operations Manager, you will lead a team of approximately 150 - 300 bespoke operations colleagues across BT Business global locations & customer sites. Your role includes 24/7 management of customer estate across all tech towers (Data/Voice/Security) delivering service stability, change management and migrations of the estate. As a leader you would own L1/L2/L3 engineers across all the skill set in your team and be responsbile for end to end service delivery as per the contractual agreement and triage with the other suppliers/partners of the customer as and when needed.You will lead bespoke operation for a diverse range of contracts and customers sitting in BT or customer tools and consuming BT or non BT products or at customer sites. These entities can be large multinational contracts and public sector frameworks, critical for BTs brand reputation and may also require having BT staff presence at customer locations. The criticality of the. services Business provides, and the operations this role oversees, underscores the highly pressurised nature of this customer environment.Your responsibilities encompass maintaining operational excellence, commercial outcomes for the business and mitigating risks to prevent brand damage. You play a key role in defining the strategic direction of Bespoke operations, ensuring alignment with organisational goals. Through your thought leadership, you guide the centres towards operational excellence, innovation, and continual improvement, driving sustained success. You cultivate senior and peer-level relationships, serving as a trusted advisor to customers and addressing end to end escalations to ensure high levels of satisfaction and trust.What Youll Be Doing1 - Leads a Service Operations team, ensuring cohesiveness working as a single team, collaborating closely and working towards common goals.2 - Operates as an SME within own field of expertise, leading the implementation of the Service Operations strategy and delivery of customer service contractual requirements, ensuring that profit of service products is maximized.3 -Oversees the incident management process and ensures service standards and best practices are diligently followed. Leads streams involved in continuous improvement projects through change management across the business, designing support workflows according to strategic goals and aimed at customer excellence and world-class service experience. Leads optimal operations and service processes that meet customer needs in terms of responsiveness, quality and cost, supporting with corresponding systems. Drives innovation efforts of the function with the focus on improving tools for data collection, measurement and analysis. Manages collaboration with service leaders and key internal stakeholders to establish a conscious and transparent view on innovation regarding optimising service performance, delivery and assurance. Mentors, coaches, and manages a team to develop current and future team capabilities and ensure performance. Leads the implementation of continuous improvement opportunities to improve the service operations team processes. Champions, continuously develops and shares with team knowledge and industry best practices on emerging trends and changes in service operations.The Skills Youll NeedService AssuranceCommunicationTechnology ImplementationIssue ResolutionContinuous ImprovementProblem SolvingChange ManagementService Level Agreement ManagementIT OperationsInnovation StrategyCustomer Relationship ManagementService Operations StrategyTalent ManagementIncident ManagementDecision MakingGrowth MindsetQuality AssurancePerformance ManagementInclusive LeadershipOur leadership standardsLooking in:Leading inclusively and SafelyI inspire and build trust through self-awareness, honesty and integrity.Owning outcomesI take the right decisions that benefit the broader organisation.Looking out:Delivering for the customerI execute brilliantly on clear priorities that add value to our customers and the wider business.Commercially savvyI demonstrate strong commercial focus, bringing an external perspective to decision-making.Looking to the future:Growth mindsetI experiment and identify opportunities for growth for both myself and the organisation.Building for the futureI build diverse future-ready teams where all individuals can be at their best.About UsBT is part of BT Group, along with EE, Openreach, and Plusnet.Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.We value diversity and celebrate difference. We embed diversity and inclusion into everything that we do. Its fundamental to our purpose: we connect for good.We all stick to the same values: Personal, Simple, and Brilliant. From day one, youll get stuck in to tough challenges, pitch in with ideas, make things happen. But you wont be alone: well be there with help and support, learning and development.This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.A FEW POINTS TO NOTE:Although these roles are listed as full-time, if youre a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.DONT 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. Were committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if youre excited about this role but your past experience doesnt align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team,

Keyskills :
Service AssuranceCommunicationTechnology ImplementationIssue ResolutionContinuous ImprovementProblem SolvingChange ManagementIT OperationsCustomer Relationship ManagementTalent ManagementIncident ManagementQuality AssurancePerformance Manageme