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Service Assurance Manager
3 months ago
Why this job matters
In this job, you'll be the Service Assurance Manager, accountable and empowered for the development, management, continuous improvement and transformation of specific areas within the department's scope; including delivery frameworks/methodologies, partners, tools/systems, & information that underpin the Mobile QA delivery approach; ensuring a focus on cost, quality and efficiency improvement whilst delivering in accordance with agreed KPIs, SLAs and quality standards (internal & external including ISO, ITIL & TMMi).
You'll deal directly with a broad range of internal & external stakeholders, up to MD level, at times acting on behalf of the Senior Manager for Service & Quality Assurance. You'll also build and maintain close working relationships across the Business, Technology and Partner ecosystem to ensure alignment and cohesion of the vision, strategy, and roadmaps.
What you'll be doing
• Lead the creation and transformation of the Mobile quality assurance & delivery framework providing clear recommendations and options to meet business objectives.
• Lead the development and implementation of the Mobile QA tools strategy, ensuring alignment with test frameworks and business objectives focusing on efficiency and quality.
• Own the service relationship with Mobile QA delivery leads, business units and external partners, ensuring delivery is managed, assessed, and achieved in accordance with agreed contractual KPI's, SLA's and quality standards.
• Lead service conformance, measurement & improvement activities across all areas involved in the Mobile QA lifecycle ensuring on-going service excellence and aligned to evolving business needs.
• Leadership, coaching and guidance of the Mobile Service & Quality Assurance team and partners, using the BT values to instil a 'one team' culture independent of brand, network, and customer type.
• Build and maintain strong business relationships with key customers and stakeholders (including government agencies) ensuring QA priorities are aligned with business areas.
• Lead the delivery of processes for Mobile QA and external accreditation including ISO & TMMi.
• Lead the management of Service & Quality Assurance Commercial / Finance processes and governance including forecasting, budget management, business case management and benefits realisation.
Experience and Skills
• A proven history of leading data driven, support focused teams, with diverse capabilities in a fast moving and challenging technical & business environment.
• Ability to lead and inspire internal and external teams/suppliers to assess and implement innovative technologies/delivery methodologies to drive continuous improvement and transformation.
• Ability to analyse diverse and complex sets of data with the aim of driving improvement and efficiency across multiple internal and external delivery teams.
• Storytelling with data; strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences.
• Business Acumen; extensive knowledge in business strategy and the drivers of organisational performance, including people motivators, performance indicators and financial literacy.
• Detailed commercial & economic management skills, including roadmap, budget tracking & business case creation/benefits realisation.
• Building and maintaining close working relationships with internal teams and 3rd party vendors, to enable assurance of the quality of deliveries within BT.
• Ability to work under pressure and to assist peers in same situation whilst ensuring time, cost and quality requirements are maintained.
Experience you would be expected to have
• Must have experience of leading Technology & Business strategy to adopt innovative technologies and processes to provide better quality and delivery methodologies appropriate to diverse service and business requirements.
• Must have experience of managing delivery partners, managed services, and tools & systems suppliers, leading on contractual & commercial negotiations as required, chairing SLA & KPI service/account reviews with delivery managers to ensure quality of service is delivered.
• Must have experience of delivering large scale transformation activities e.g. change of delivery models, automation transformation, etc.
Benefits
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100's of retail discounts including the BT shop
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
