Service Excellence Manager

Job Description

Why this job mattersThe Service Delivery Manager manages a team to resolve complex client issues, partnering closely and cross operable to resolve customer issues, proactively identifying and reducing risks and to ensure the delivery of excellent service outcomes to our customers.What Youll Be Doing1 - Drives account-centricity, ensuring excellence in service management around scope, time, cost, quality, change, communication, risk and crisis management, and integration.2 - Manages the delivery of service level agreements (SLAs) and results are provided on time with high quality and within budget.3 - Manages the overall Service Delivery programme scope and maintains its continuous alignment with strategic business objectives, setting programme plans and making recommendations to modify. Manages service review management, planning, preparing, reporting, and using customer feedback to ensure customer needs continue to be understood, sharing outputs with all key stakeholders. to enable current and future needs. Manages reporting of performance against internal KPIs and SLAs and identification of service risks and mitigating actions with the support from key stakeholders. Ensures service improvement plans are in place to drive continual service improvement to enhance services and support, driving customer excellence. Ensures all customers needs are met through service delivery from contract through to successful transition of services, from delivery to support. Manages periodic status and risk discussions with programme partners, evaluating and discussing programme results and lessons learned throughout the programme lifecycle. Manages the implementation of agile practices, continuous improvement and delivery, lean tools and techniques, using advanced technical knowledge. Manages a team managed to standards and programme management methodology, including compliance with relevant regulations.11 - Builds credibility in relationships with partners at multiple levels, including those external to the organisation.12 - Champions, continuously develops and shares with team knowledge on emerging trends and changes in service delivery.13 - Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment. Implement ways to improve working processes within the area of service delivery.The Skills Youll NeedCommunicationIssue ResolutionContinuous ImprovementProblem SolvingChange ManagementService Level Agreement ManagementOrder ManagementRisk ManagementSupplier ManagementBusiness Process ImprovementProject/Programme ManagementIncident ManagementTalent ManagementEscalation ManagementDecision MakingGrowth MindsetPerformance 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. As Philip Jansen, our CEO, says 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 :
CommunicationIssue ResolutionContinuous ImprovementProblem SolvingChange ManagementOrder ManagementRisk ManagementSupplier ManagementBusiness Process ImprovementIncident ManagementTalent ManagementEscalation ManagementPerformance Management