Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Service management across BT is in the middle of a huge change programme, which will transform how we work and the service we provide to our customers. To do this we’re uplifting systems and processes and standardising our service management practices – at the core of this is delivering a single Service Management platform based on the market leading ServiceNow technology. We are looking for an experienced engineering platform leader who has designed, developed and run a service management platform – ideally ServiceNow, but other SaaS based platforms could be acceptable, depending on the level of experience and skills picked up along the way.   You’ll be engineering the next generation of technology to support BT’s new IT architecture.  Founded on agile engineering, DevOps and cloud native principles.    

You'll have the following responsibilities

This role is central and key to the success of the Operational Excellence Tribe, which is supporting Digital, Networks and CFU operational teams with their transformation.  The tribe consists of 8 squads covering:

• Service Mgt IT (ServiceNow): Best in Class Service Management tooling (ITIL). Functional rationalisation of capabilities and processes to optimise spend. Key enabler to ITIL standardisation

• Service Assurance: Full E2E service monitoring coverage. Functional rationalisation of service monitoring capabilities to optimise spend.

• Resource Assurance: Network & IT monitoring with predictive alerting to assure components in the most cost effective and customer centric way. Functional rationalisation of resource monitoring capabilities to optimise spend.

• Service Models & CMDB (Configuration Management Database): Maps the services our customer have & the components on which they run. Allowing us to provide clarity on service impacts from incident & change.

• Service Automation: Simplification and automation of our existing service processes whilst adopting an ‘automate first’ approach to new demand.

• Service Practices: Re-imagine future ITIL processes, design 5 Centres of Excellence and inform IT Transformation to underpin service and cost targets. Will deliver through e2e programmes and demand.

• Diagnostics: First time fix of faults – automated or determining next best action – reduce repeats in customers’ eyes, multiple teams triaging faults and reduce fault resolution cycle times.

• Service Data: Develop insight from service data sources across customer journeys, ITIL and platform performance + KPIs/Reporting. Will enable AI Service Operations.

You'll have the following skills & experience

• Technical software engineering lead across BT’s enterprise-wide Service Management platform.  Sets strategy for the domain, how they are engineered and deployed with the best squad model to support multi-business unit / value stream demand, in a pan-BT process environment.  

• Influences stakeholders to align to platform best practice and the pan-BT process for each ITSM application. 

• Adherence to architecture strategy and patterns, including TAM and TMF APIs.

• Drive software engineering excellence and the modernisation of engineering practice, including CI/CD, ATF, API frameworks that are elastic, dynamic and can handle any spec, with common error handling.

• DevOps SRE leadership and roll-out. Provides key operational insights and proactive actions underpinning health of our software applications

• Build a collaborative environment that enables Ops to self-serve, building their own demand in a number of key areas, Service Catalog, Remediation workflow, knowledge management etc. all within a governance model that keeps this activity safe and controlled. 

• Build self-healing Incident Management solutions, cross-domain correlation driving AIOPS so that automating the diagnostics, remediation processes and commands, are the 80% by volume.

• Cloud software design and engineering: strong skills in architecting cloud native software and integration of SaaS and on-premises software solutions.  Ability to set our generic standards and patterns, with clean documentation and guidance for large development teams.   Strong understanding of document-based databases; when to use and how to scale.  Microservice and cloud engineering patterns and techniques.

• Architecture and solutions design: skills in complex architecture definition and solutions design involving multiple components across architectural domains are a must.   

• Agile: previous experience and skills working in an Agile team; appreciation and skills running Agile Ceremonies; knowledge of SCRUM / Kanban methodologies.

• Agile software engineering: strong skills and experience building software in an agile team; track record implementing DevOps.  Deploy SafE agile practices across the tribe and facilitate all the agile ceremonies.

• Be tech savvy: provides comprehensive technical expertise on emerging technologies.

• Coordinates technology knowledge sharing with the team.

• Testing concepts: highly knowledgeable about a wide range of testing issues, within the context of software development practice, and able to advise and guide others.

• Give specialised advice: provides guidance and counsel on complex and unfamiliar situations and leverages other experts to develop solution plans

• Hold others to account: demands high ethical standards and values led behaviours ensuring the same understanding in their team. Calls out misaligned or poor behaviours

• Creating maintainable code:  application of practice and tools that help to create code that is easy to understand, easy to modify, easy to test and works correctly – ‘clean code’

• Deep knowledge of ServiceNow platform in a multi-domain environment [shared platform] delivering brilliant colleague and customer experiences in an agile delivery model.

• Highly experienced software engineer familiar with telco stacks and technologies used

• Agile experience, ideally SaFe, SCRUM and Kanban 

• 5-10 years experience in software engineering and architecture

• Showcased expertise on a project or a specific piece of work or led a project outside of the core areas of your expertise 

•       Led a cost reduction effort 

•       Collaborated on a new project with a recognised expert 

•       Allocated and directed a budget for part of the business 

•       Handled a difficult people issue well – redundancy, disciplinary, re-organisation 

•       Managed a rapidly growing team or part of the business 

•       Communicated BT's business strategy to multiple audiences 

•       Created a recovery plan for a struggling part of the business 

•       Volunteered for extra responsibility such as project team involvement/leadership 

Benefits

• Competitive salary

• 25 days annual leave (plus bank holidays)  

• 15% on target bonus

• Option to join the Healthcare Cash Plan

• Pension scheme

• Shares Plan

• Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.

• Discounted BT products

• Company Car

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!