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

Based on the DCP Customer site (c. 48 People) this role is key to the delivery of the DCP contract. The role holder leads our Technical Consultants and Hosting Teams who deliver ICT projects and ensure the customer’s data is protected, available and retrievable. The Hosting team maintain the customer’s infrastructure hosting the IT systems, keeping them within the agreed availability levels whilst proactively and effectively managing the system performance and capacity. The Technical Consultant Team deliver projects ranging from small application changes to very large, highly complex projects, programmes or portfolios. They ensure the technical requirements are delivered to estimated time and cost. The team deliver annually c.2500 days of effort within a financial year across c.400 projects.

The role of Technical Team Manager you will be responsible for ensuring the teams perform to the required job standard and deliver in accordance with their agreed goals within the SLA driven environment. Encourage effective team working to ensure delivery of project changes.  Encourage effective team working for resolution of incidents across the infrastructure. Identify and oversee implementation of continuous improvements to prevent potential service failures performance to the required job standards and delivery in accordance with the agreed goals within the SLA driven environment.

The role holder is part of the DCP Leadership Team and the EMS Technical Services Team and works within an agreed budget to ensure the contractual requirements for 7 Project SLAs and 17 Hosting Services SLAs are met or exceeded.

You'll have the following responsibilities

People Management in line with BT policies

Responsible for the Hosting services ensuring that customer needs are met as per the contractual requirement; this includes support and management of Server and Storage, Datacentre management and SharePoint infrastructure

Responsible for the Technical Consultancy services ensuring that customer needs are met as per the contractual requirement; this includes the allocation of technical resources to perform Resource Services tower activities across projects and small changes

Managing a proactive technical team

Build and maintain customer relationship and act as an escalation point for the team

Distribution of work and determination of priorities liaising with the Project Team Leader

Manage the purchasing of all hardware and software stock to ensure that the contractual SLA's can be fulfilled with the minimum of travel whilst maintaining VFM

Ensure the customers data is protected, available and retrievable. Ensure systems are performing to the performance levels and capacity is proactively monitored

Delivering an effective and innovative service that is ISO2Ok compliant which meets BT’s contractual obligations and the needs of the customer

Managing delivery costs to an agreed budget

Developing and maintaining levels of quality across the technical team     

Identify and implement PIPs/SIPs (Performance Improvement Plans / Service Improvement Plans)

Identify opportunities to grow the capability across the EMS estate

Production of Devonshire and Cornwall Police month end reporting to confirm SLA performance, analysis of report set and development of trending data to support or identify improvements and or underlying issues.

You'll have the following skills & experience

Business acumen: knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)

Stakeholder management: able to operate and influence at senior levels both internally and externally

Effective relationship building: ability to deal with people across a wide range of functions, managing and participating in virtual teams

Strong Communication skills: ability to create clear strategic goals and direction with a compelling story, aligning the team whilst motivating/ empowering to deliver

Adaptability: flexible to changes in working practices and requirements

Leadership: able to drive customer experience by motivating and engaging a team in all areas of people management

Knowledge of EMS products, customer IT systems and applications

Ensure that the Call Management Team and Service Desk are kept informed with regards to Hosting Service activities, such as knowledge and working practices, in order that the workload can be managed effectively

Own and maintain the ITIL process/s

Be responsible for process briefing/training where required

Monitor & control process performance and compliance

Own the management and reporting aspects relating to your process

Must have the ability to gain National Security Vetting clearance to SC level + customer specific extensions, which requires residence in the UK for a minimum of 3 years.

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

Competitive salary 

World-class training and development opportunities

25 days’ annual leave (not including bank holidays)

Discounted broadband, mobile and TV packages

Share option and pension scheme programmes

Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

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!