Why this role matters
Accountable for delivering the required levels of service end-to-end across the GS Contract estate, ensuring that the performance of the estate consistently meets or exceeds customer, industry or business expectations and commitments, and allows BT to deliver service to end customers through provision and repair journeys.
Service is increasingly seen as the key differentiator in an increasingly competitive market place and the role will drive customer experience across the whole of the Tools, orchestration and exposure estate.
What you'll be doing
Accountable for delivering the required levels of service for the Global network, supporting the ops in Gurguram and kolkata, ensuring that the performance of the network and Tools consistently meets or exceeds customer, industry or business expectations and commitments.
Ensure that those aspects critical to service are delivered and that proactive intervention is taken to maintain and improve service levels keeping BT ahead of the competition.
Consider the critical business risks, such as end of service life of key systems that can jeopardise service performanceand work on a highly matrixed basis to prevent service impacting risks maturing.
Drive Right First Time, Cycle Time, , reliability and availability for all systems from a Customer Service perspective.
Drive adoption of new tool sets that are developed by the engineering teams as part of system transformation.
EnsuringIT Service continuity management by proper risk assessment and business continuity planning (BCP).
Manage various levels of stakeholders upto Director level and maintain expectations related to Service levels.
Drive decisions on Investments in End of Service systems in order to mitigate the major risks for the Unit.
Focus on driving continuous improvement for both internal and external service measures, metrics and benchmarks.
Innovation provide quick solutions which can improve overall customer experience and / or productivity in the Ops.
Ensuring that we spend / invest smartly, delivering capability and capacity just-in-time to keep ahead of customer demand and expectation and providing a platform upon which CFUs can drive service as differentiator, ever improved customer experience supporting both growth and retention of customers and associated revenues.
Participating and contributing to BT wide professional community activities where applicable e.g. knowledge sharing, best practice within BT and external industry
We'll also need to see these on your CV
Transformation : Able to manage long term changes and adapting the unit in line with the business. Be able to transform delivery to improve and reduce cost and be confident in managing changes to major products or releases.
Problem Solving : Must be able to proactively solve business problems that deal with uncertainty e.g. demand profile planning including location, skill and resource.
Also some problems will be multi-platform wide, impacting multiple services or cross-portfolio solutions.
Be Agile : Leads collaborative and agile ways of working through projects and programmes effectively managing changing priorities.
Risk Awareness : Experience in evaluation of the obvious and subtle commercial risks / issues / challenges especially in relation to a programme / project.
Continuous Improvement : Leveraging opportunities to introduce more cost effective solution elements based upon internal or external products during the course of the bid and in-life.
Drives continuous improvement by changes in working practises and technology within the customer contract.
Stakeholder management : Manage various levels of stakeholders upto Director level and maintain expectations related to Service levels
Expertise in ITIL frameworks and its impact on Service, and a structured risk management approach to addressing potential / latent service risks.
Expert in customer experience modelling and measurementwith breadth of product and service solutions and deep understanding of what drives customer experience and net promoter position across all markets coupled with expert insight into how best to deliver an end-to-end customer experience that is world-class.
Some experience in working in the Networks space