About this role

The key purpose of the Senior Area Manager’s role is to lead a Service Delivery team of up to 500 FTE, with up to 20 operational manager direct reports, with responsibility for Openreach network operations within a defined geographic area. This can be in the Field Service, Engineering or Network Management environment, working closely with other Business Units ensuring end to end delivery of the company’s services. A major part of the role will be to define, communicate and drive the operational strategy that supports BT Groups intent. The role holder will be responsible for an overall revenue of £1.6m, total cost £18-20m (£6m CAPEX and £12m OPEX). The role uniquely carries accountability for assuring that customer & business outcomes are delivered, MSLs are met, and the P&L for the are is delivered as well as ensuring a zero-accident safety culture. The role is also accountable for championing, driving, and delivering strategic and tactical change across the area.

The role holder will be instrumental in managing business impact, including any failure to meet regulatory measures, management of commercial risk of non-delivery of Government and CP commitments and the financial impacts, finding better ways to operate and managing commercial & reputational damage with full accountability within their own P&L. Managing complex network of relationships with other units and third party contracts who support the region’s operational delivery, ensuring that service is provided at a regional level to our customers at all time in line with the wider Openreach objectives. A key aspect of the role will be implementing the operational & cultural strategies agreed with the Regional Director and executing the insight & analytical opportunities that make this a reality.

Providing leadership, setting direction, and developing strategic opportunities to improve efficiency, effectiveness, customer service and network performance within a defined geographic area.

You'll have the following responsibilities

• Accountable for the end-to-end service delivery (repair and provision) in the region, leading a large-scale operational field engineering team.

• Own the overall delivery of all E2E customer outcomes and high-quality services, delivering to time, cost and quality in your area through direct labour and our (3rd party) partners.

• Accountable for driving and embedding regional transformation programmes, while creating a safe working environment with zero harm mentality.

• Accountable for the empowerment, engagement, and motivation of your people.

• Accountable for setting direction and agreeing of goals and objectives for your teams.

• Resolve complex problems involving a network of multiple stakeholders.

• Accountable for your financial costs, capex, and bottom-line profitability.

• Accountable for the overall governance of Quality & Safety and the delivery of our regulatory obligations.

• Inform a regional training plan.

• Ensure the effective and swift resolution of customer escalations and complaints.

You'll have the following skills & experience

• Ability to take credible insight and intelligence and execute it effectively across a large-scale operational environment that delivers sustainable growth.

• Results driven – proven track record of operational rigour and integrity, highly disciplined to deliver a set of results, balancing quality, quantity, behavioural change, and empowerment.

• Strong communication skills and abilities to build solid relationships with key partners and stakeholders.

• Solution focused customer champion

• Ability to work across organisational boundaries to ensure delivery.

• Experience in managing complex performance, absence, and grievance cases.

• Experience of actively managing a large-scale P&L to successful outcome.

• Financial acumen, a strong financial background is required, due to cost management, budget, and P&L responsibilities. Understanding of OPEX and CAPEX investment.

• Skills and abilities to be able to motivate, encourage, develop, and inspire large operational teams.

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.