As a Network Engineering Manager, you'll act as the technical authority responsible for maintaining and supporting service delivery throughout the full lifecycle of the customer contract. You'll own the technical delivery model as well as lead engagement with internal resolver teams, third parties, and vendors to ensure a seamless, high-quality experience. As the technical face of BT to the customer, you'll possess both excellent technical capability as well as excellent stakeholder management skills, providing clear accountability and building strong, trusted relationships that drive service excellence.

Responsibilities

1. Assess new in-life complex change requirements including impact upon existing service and infrastructure and provide technical concurrence.
2. Ownership and implementation of configuration changes to the supported infrastructure.
3. Attend customer change advisory board sessions, as necessary and provide guidance on technical areas.
4. Primary technical customer and BT liaison for the in life contract, interfacing with the account team where necessary for complex change and strategic discussions. Complex change deemed as professional or consultancy services will be chargeable and managed as a contract change notification.
5. Attend service reviews remotely as required, and by exception in person at the supplier's discretion.
6. Engage in problem management providing support on technical issues.
7. Provide matrix management of complex incidents. Managing complex incidents through to resolution via matrix managing other suppliers, 3rd parties and internal resolver groups as appropriate.
8. Suggest changes to the supported infrastructure to continuously improve performance.

Qualifications

• ITIL v4 Service Management Foundation Certificate
• Understanding of Bespoke Business Organisation and Objectives
• Understanding of Technical Network Design
• Experience of presenting and negotiating
• CCNA/CCNP Qualified

Stakeholder Management, Network Configuration, Customer Relationship Management, Network Implementation, Incident Management

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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:

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer's leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100's of retail discounts including the BT shop

Flexible Working: This role offers a 3 days together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week (Bristol/Manchester) with 2 flexible days per week.