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Service Provision Professional

2 months ago

Birmingham, Birmingham, United Kingdom British Telecom Full time


Why this role matters


Service Provision is at the core of the BT network, working across the whole of the BT estate to deliver services and capability for customers, National Critical Infrastructure, and specialist business areas. As a key revenue stream for BT, Service Provision Professionals are at the centre of making this happen.

You will be working with key partners and engineering service colleagues to provide and amend services, additionally working to remove redundant parts of the network, streamlining to ensure BT stay at the forefront of technological services.

You will work on key projects for National Critical Infrastructure, providing the network which keeps the nation safe and protected.

Our commitment with Ofcom means we must be sensitive with the information we share and who we share it with, you'll work with integrity and mindfulness to ensure we remain compliant.

This is an extremely varied role which will allow you to work on several areas of the network, developing skills and capabilities to support your personal growth and the BT Network Goals.



You'll have the following responsibilities



• Champion the customer requirement, focusing on the delivery of high-quality products, meeting the customers' needs and expectations.

• A pro-active professional, quick to respond to the demands of the business and customer, being responsible and accountable for your actions and the impact it has on the business, network and customer.

• Knowledge of the End-to-End (E2E) journey of the Service Provision Team Products.

• Own and manage the delivery of the task from initial receipt to completion (E2E), managing stakeholders' expectations, scheduling work and communicating with stakeholders at all levels.

• Own and manage any escalations, devising solutions with other business areas as required, implementing these in the network to deliver value to BT and our customers.

• Responsible for the identification of personal and team knowledge gaps, identifying a suitable source of training to support personal and team development to the benefit of the business and customers.

• Have an in-depth knowledge of the 20C/21C Network and business areas within the Service Provision Team.

• Maintain the high standards expected of all BT employees when interacting with colleagues, contractors, all stakeholders and customers.

• Interrogate historical data, using this to drive decisions for improvement in the delivery of products.

• Responsible for maintaining data to support decision making processes, disclosing relevant authorised information when needed as part of your operational duties. Ensuring compliance with legislative requirements and BT policies.

• Communicate clearly, presenting data and technical subjects in a clear way to ensure understanding by all stakeholders to support decision making.

• You may be responsible for the delivery and presentation of BT services and products to wider audiences both within and outside BT.

• Seeks continuous improvement and efficiency opportunities to automate, centralise, standardise and simplify processes, owning the delivery of improvement projects and initiatives.

• Identification and management of accesses to systems to enable you to complete the tasks in a timely manner.

• Any other tasks to support the implementation and delivery of network services on behalf of BT and the BT group.



You'll have the following skills and experience


Please refer to the attached job description to view full details of the role.

Skills


• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.

• Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved and prevent reoccurrence.

• Good knowledge and understanding of Nokia Service Router (SR).

• Good knowledge of BT Converged Core Platform, service journeys and operating models/process.

• Improvement focus - You question and challenge the way things are done and work with others to make improvements. You build your understanding of the end-to-end processes to which your own role and the wider team contributes.

• Case management - You balance and prioritise your workload and cases efficiently with minimal supervision, supporting other team members to prioritise their work. You make informed judgments about business impact, value and other relevant factors.

• Storytelling - You articulate strategies, concepts and/ or data using a simple, compelling and coherent narrative. You consider the needs and comprehension level of your audience to determine the most appropriate tools and methods to tell an effective story.

• Drafting - You apply knowledge to interpret and draft reports and documentation. You follow processes to gather and consolidate information for the business in an accurate and concise way.

• Engineering excellence - You use advanced knowledge of engineering so that you or your team can safely build, monitor, upgrade and repair networks, services, infrastructure and products. You contribute to a zero-harm culture.

• Systems thinking - You work across teams to identify links between structure, people, process and technology to make sure we succeed. You know when to look at the big picture and gather new perspectives.

• Product and service knowledge - You continuously build your understanding of infrastructure, products, services and complex offerings. You share knowledge with your team and tailor solutions to meet the unique needs of the customer.

• Testing and quality assurance - You perform rigorous, complex testing and inspections to evaluate quality and performance. You discuss the results with your team.

• Be agile - You use your knowledge of best practice to collaborate with peers across the business in different ways.

Experience you'd be expected to have

Experience

Mandatory

• Demonstratable experience of IP & Data network planning or delivery.

• Demonstratable experience in Nokia Service Router or Router Technologies.

• Strong Interpersonal and Leadership Skills.

• Solve complex problems at scale.

• Agile approach to solving problems.

• Effective communication skills.

• Project Management qualification or demonstratable experience.

• Adaptability to deliver various work streams.

Desirable

• Experience in BT 20C/21C Network, converged core or IP Platforms.

• Qualification or Experience in Continuous improvement Methodologies.

• Qualification or Experience in ITIL Methodologies.

• Qualification or Experience in Risk Management.

• Qualification or Experience in budget management.



Benefits



• Competitive salary

• 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



Our leadership standards


Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.



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.