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 in Technology acts independently of both the Networks and Digital units.  You will be responsible for managing and operating an industry best practice Problem Management function working across the platforms and services for our Enterprise and Global products, improving the availability and reliability of these products and delivering the best experience for our customers.

Problem Management is a crucial Service Management practice that manages the lifecycle of all Problems. The purpose of Problem Management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.

You'll have the following responsibilities

Ownership of Problems (reactive and proactive), by identifying actual and potential causes of incidents, implementing fixes and managing workarounds and known errors.  Contributing to the achievement of the Networks and Digital Operational Excellence scorecard and team KPIs.

Delivering a best in class Problem Management process.

Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers.

Chairing stakeholder calls and driving tasks/actions to resolution through strong collaborative behaviours.

Own, create and manage comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high risk incidents

Focus on the continuous improvement of process and working practices to ensure high performance and value outcomes are delivered.

You will engage and support the governance and application of best Problem Management practice across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams.

Supporting the delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals.

Holding and continually developing a strong technical and service knowledge of the Platforms that your role supports.

You'll have the following skills & experience

Excellent stakeholder relationship and communication skills.

Strong collaboration in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process.

Understanding and experience of problem methodologies and techniques.

Improvement focus - a focus on continous learning and development in yourself and for your team to improve processes and make things more efficient.

Analytical skills to be able to identify problems and drive the appropriate assessments and actions.

Able to adapt to change quickly to get results in an ever-changing environment.

Benefits

Competitive salary +10% Bonus.

25 days’ annual leave (excluding bank holidays).

Pension (5% you 10% BT) and Share options available.

Flexible benefits to fit around you (Your Rewards).

Discounted mobile phone up-to 50% off plans.

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!