Service Transition Specialist

Recruiter: Djoice Bastos Silva
Hiring Manager: Nathan Nabi
Location:
Snow Hill, Birmingham
OR
Adastral Park, Ipswich, UK

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world's leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it's about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you'll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Why this job matters
As BT International's networks and products evolve, the tools and systems that support them must evolve too. As a Service Transformation specialist, you'll lead the support and continuous improvement of our International Networks operational toolset—embedding AI-driven solutions to enable smarter, faster fault detection and resolution. Your work ensures BT International remains at the forefront of proactive and reactive service management for customers worldwide.

What You'll Be Doing – Your Accountabilities
Within this role, you'll be accountable for:

• Driving the continual improvement of BT International's operational tooling and systems across all network domains, ensuring they evolve in line with our transformation goals.
• Proactively identifying and implementing service improvements in the ITOM & ITSM space, working closely with our ServiceNOW Development Squad to design, implement, and enhance AI-enabled operational solutions.
• Managing demand and prioritization effectively to oversee projects and improvements that deliver maximum impact for BT International.
• Identifying and delivering automation opportunities, leveraging AI and advanced analytics to streamline processes and improve fault management.
• Maintaining continuous self-driven development, staying ahead of emerging technologies and best practices in service transformation and AI.
• Problem-solving and supporting operational teams, collaborating with ASGs to resolve faults and optimize the performance of our toolset.

The Skills You'll Need To Succeed

• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.
• Team player & collaborator: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player.
• Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved and solutions designed in line with the Pan-BT approach.
• Solution Minded: Ability to learn the capability of our toolset, build relationships with our vendors & internal teams to create solutions to real operational problems.

Technical Skills:

• Understanding of IT Infrastructure & IP Networking.
• Hands-on experience with ServiceNOW ITSM & ITOM procedures.
• Experience with ServiceNOW Reporting analytics & dashboarding.
• Knowledge of Networks Operational Support Systems.
• Experience Using & administrating operational support systems for networks.

Experience with ITSM & ITOM Processes and procedures.

Experience of reporting and analytics – Identifying trends and potential improvement areas from a dataset.

Continual Improvement – proven track record of identifying improvement areas within an operation and implementing the improvements in a timely manner as a project of work.

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
• On call allowances and overtime

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 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?

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we've got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you're welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing Smart Working at BT. Smart Working means having the flexibility to choose, as a team, how and where you work depending on your team's deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you'll have the chance to discuss Smart Working and how it might work for the job you are applying for.

How To Apply
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application