Service Delivery Specialist

4 weeks ago


Sheffield, Sheffield, United Kingdom BT Group Full time

Drive customer satisfaction and service excellence in our CSOC team.

Key Responsibilities:
  • Own and drive continuous improvement initiatives to enhance customer experience.
  • Lead service improvement efforts by owning actions from the service improvement log.
  • Monitor end-to-end services of the CFU to ensure seamless delivery.
  • Manage and own service restoration activities for service-affecting incidents.
  • Communicate with CFU stakeholders and provide impact updates on service-affecting incidents.
  • Develop and maintain product and service knowledge for the relevant CFU.
  • Provide coaching and support to operational team members for the relevant CFU.
  • Maintain a training matrix to ensure team readiness.
Requirements:
  • Excellent written and verbal communication skills.
  • Strong problem-solving skills.
  • Ability to work collaboratively and productively within a team and across functions.
  • Galvanizing action to drive up customer experience and service performance.
  • Strong leadership skills in complex, matrixed environments.
  • Excellent communication skills to produce stakeholder communications.
Desirable Skills:
  • ITIL Foundation qualification.
  • Experience in senior stakeholder management.
  • Experience in operational supplier management.
  • Experience in managing IT or network enterprise solutions.
  • In-depth knowledge of platform technologies.
  • Knowledge of BT customer markets.
  • Understanding of regulatory commitments, quality processes, and financial governance.
  • Business improvement skills, including continuous improvement, lean, and six sigma.
Benefits:
  • Tailored training and development opportunities.
  • 25 days' annual leave, increasing with service.
  • Life assurance.
  • Pension scheme.
  • Direct share scheme.
  • Healthcare cash plan or other benefits.
  • 50% off EE mobile pay monthly or SIM-only plans.
  • Exclusive colleague discounts on BT broadband packages.
  • Shared parental leave.
  • 3 volunteering days per year.
  • Access to 11 People Networks.
Our Leadership Standards:
  • Leading inclusively and safely.
  • Owning outcomes.
  • Delivering for the customer.
  • Commercially savvy.
  • Growth mindset.
  • Building for the future.


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