Problem Management Specialist

1 week ago


Hatfield, United Kingdom BT Full time

**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.
- About the role- The role of the Practice Specialist is to functionally lead the live Service area as the recognised Subject Matter Expert in their discipline, delivering a service that is commercially viable to BT and adds value to all Practice customers.
- The role is responsible for working at the most senior level customers (Cxx) to ensure that services are protected, and service levels are maintained, to protect brand and reputation for both BT and the Customer
- The role will work across all technologies and at all levels of security clearance, working on mission critical customer accounts.
- The role manages multiple program delivery services within BT and the Customer including delivery of increased revenue opportunity to the business.
- The role is high profile (multiple complex customer contracts) and is accountable for the delivery of ITIL specialist services.
- Without this role we would be unable to meet our contractual obligations, and BT would be at risk of financial and reputational impact.
- Responsibilities- Accountable for the technical delivery of Service across multiple high profile, high value and highly complex customers across all industries and markets (retail, government, MOD, blue light). Mitigating risk and avoiding SLA penalties that result from any failure of Service. Without this being done effectively BT would be at risk of financial and reputational damage.
- Accountable for meeting our contractual obligations, driving customer satisfaction and where relevant driving incremental revenue across all contracts.
- Accountable for developing innovative solutions and winning new business across the Practice
- Accountable for developing all resources across the Practice in multiple geographies (material, human and tooling)
- Accountable for owning and resolving all customer escalations across the Practice
- Accountable for the technical delivery of tools across the Practice
- Skills and Experience- Technology awareness: Strong skills across the technology platforms on what they can do and the best way to deploy them.
- Analytical: Highly analytical person, able to interpret data and build a storyboard offering from it
- Relationship Management: Able to work with customers and stakeholders to build the business cases for increasing capacity bandwidth, driving revenue for Enterprise and BT
- 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)
- Qualifications/Training: ITIL4 Foundation (mandatory within 12 months); Vendor product based training on both the technology deployed (e.g. BMC) and the technology in use (preferred)
- Strong analytical skills (mandatory)
- Security Clearance to the required level (mandatory)
- A background working with technical products (preferred)
- ITIL4 Foundation (mandatory)
- ITIL4 Managing Professional (preferred)
- 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 and on-target bonus plan
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Car allowance (dependent on your role)
- Share option and pension scheme programmes
- Flexible benefits to fit around you
- Flexible Working- This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.**About British Telecom**
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the glo


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