This role holder will be responsible for supporting the service desk with support, training, escalation, and innovation. This supports smooth operational performance while actively looking to improve it. This role supports operational policing to ensure we BT deliver the high standard expected and ensure smooth operation of a key public service. The role holder will build and maintain strong working relationships with global resolver teams and escalation teams to help aid the timely resolution of live incidents. The role holder will also play an integral role working alongside end customers and internal customer-facing teams to ensure the end-to-end customer experience meets the expected standards.

What You'll be Doing:

1. Work alongside Service Desk management and senior management teams to highlight priority faults that need close attention.
2. Proactively communicate with end customers, participate in and schedule bridge calls during high-profile incidents. Ensure the end-to-end customer experience is of a high standard.
3. Build strong working relationships with internal and resolver teams to aid incident escalations and resolution, supporting teams or third parties as necessary.
4. Contribute to knowledge documentation activities.
5. Meet SLA's as defined in the customer service delivery manual.
6. Act as the major incident manager in the absence of the 24/7 operations manager.
7. Track resolution, capture lessons learned within post-incident reports, and work with relevant teams to implement improvements to maintain excellent customer experience and operational standards.
8. Manage, drive, and influence operational teams to ensure high-quality delivery of contractual SLA's and operational obligations.
9. Support the 24x7 team with training, challenges, and improvements.
10. Work closely with the 24/7 operations manager to support implementation and future operational direction.
11. Be on-call for operational support, decisions, and progression.
12. Operate within security frameworks and adhere to all company policies and processes.
13. Work well under pressure managing high-priority tickets and supporting the desk within contractual SLA.
14. Have strong operational experience and in-depth knowledge of managed services operating models.
15. Possess stakeholder management experience within BT and with customer clientele at senior/middle management levels.
16. Follow well-defined procedures with attention to detail.
17. Show adaptability and flexibility to changes in working practices and requirements.
18. Communicate effectively, translating technical information into non-technical language for internal and external stakeholders.
19. Be self-motivated, reliable, and professional.
20. Be able to multi-task and respond to changing priorities.
21. Plan work effectively and meet deadlines.
22. Have previous operational experience within a service desk and managing high-priority incidents.
23. Experience dealing with internal and external customers at various levels.
24. Translate technical information into stakeholder business language, highlighting risks and action plans.
25. Have ITIL process knowledge and experience.
26. Be responsible for process briefing/training as required.
27. Have a proven track record of owning innovation initiatives.

Must have the ability to gain National Security Vetting clearance to SC level plus customer-specific extensions, which requires residence in the UK for at least 5 years.

BT, with over 175 years of heritage, is a global leader in secure connectivity and collaboration platforms, serving 1.2 million business customers worldwide. We value diversity and inclusion, fostering innovation and providing opportunities for growth. Join us to be part of a team that makes a significant societal impact.

• 10% target bonus
• BT Pension scheme, with a minimum 5% employee contribution and 10% BT contribution
• From January 2025, equal family leave: 18 weeks full pay, 8 weeks half pay, 26 weeks statutory rate for all parents.
• Enhanced women's health support including menopause, cancer screenings, and period care.
• 25 days annual leave plus bank holidays, increasing with service.
• 24/7 virtual GP appointments for UK colleagues.
• 2 weeks carer's leave.
• World-class training and development opportunities.
• Option to join BT Shares Saving schemes.

BT offers flexible hybrid working: from home 2 days/week, in-office 3 days/week. Part-time and job-share options are considered.