BT UK Jobs – Senior operations manager

Website BT

About the job

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Business Operations


1 Braham Street, London, United Kingdom



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.

This position manages the Regional Sales Operations team that will operationally drive each of the CPS Regions to deliver profit, excellent customer service and ensuring future growth of the businesses. The successful candidate will work day-to-day with sales team management and delivery leadership as well as corporate functions etc. They will be responsible for using business insights to drive actions against our strategic and operational priorities, with the aim of generating business growth. The role both holds the regions to account as above, as well as act as the operational arm of the regional sales director (RSD) to deliver region specific initiatives.

What I’ll Be Doing – Your Accountabilities

Regional Sales Operations Leads

They manage the Regional Sales Operations (RSO) leads within each of the regions to ensure that a consistent approach to Sales Operations is driven across all regions.

They act as an escalation point in support of the regional sales operations team.

They manage the following operational interfaces:

  • CPS and Service driving improvements across the Service WIP
  • CPS and Enterprise Data & Analytics team ensuring the creation and maintenance of sales and service operational reports
  • CPS Sales and the CPS Commercial team acting as the voice of the sales person to drive simplicity of operation for our Sales teams
  • CPS and the Enterprise Partner Management team ensuring that the CPS strategic partners are delivering against requirements.
  • CPS and Enterprise L&D driving improvement across the CPS Learning portfolio

The RSO Senior Manager runs the weekly ‘Plan the week’ review which covers initiatives across L&D, NPS, Account Planning, Sales Cleanliness, Leads & Campaigns, Base Management / End of Contract Notification, Service WIP & Order Quality

The RSO SM will also drive the implementation of new initiatives into and across the regions using strong planning, delivery and change management capabilities.

Regional Operations:

They act as a direct RSO themselves in support of two of the CPS Regions specifically – North & Midlands and South & Wales, thereby bringing the estimated RSO FTE for these regions to approximately 1 -4 each.

The role includes:

  • Providing revenue assurance for all deals and orders placed by the regions ensuring that there is a consistency of delivery and billing to agreed dates, thereby underpinning when revenue should be earned
  • Drive day-to-day operations, leading across areas including (but not limited to) sales operational compliance, sales KPI analysis and supporting continuous process improvement.

Trusted Partner working alongside RSD to drive Operational Improvement and rigour within the region. Challenges RSD and the wider team to drive positive

  • engagement. Provides the Regional viewpoint into the central function to drive consistency across all regions.
  • The insight used to drive the improvements include (but not limited to)
    • Learning & Development growth and Time to Effectiveness
    • Customer Experience (CX) and Net Promoter Score (NPS) data to drive greater customer intimacy
    • Account Planning and ‘Test & Improve’ data to ensure that effective planning around our most significant accounts is being driven properly
    • Leads & Campaign data to ensure the business is driving the correct sales motions at the right time
    • SalesForce Quality reporting to ensure that we are properly recording the sales motions and to ensure that senior reporting is accurate
    • Sales Activity Performance reporting to ensure that the business is driving the right selling behaviours within the desk environment and grows the selling cadence and quality
    • Base Coverage performance including end of contract notification drives
  • Oversight and governance of Account Planning methodologies – gaining consistency across all bids. To include adoption of Altify and Winning Conversations.
  • Drive IP, Security and other initiative take-up within the region
  • Drives the quality and effective use of Pipeline – ratify the cleanliness of target closure, forecast %, product code. Driving pipeline confidence

Experience You Would Be Expected To Have

  • Preferably a background in Sales Operations management.
  • A background in Sales Operations Enablement.
  • Preferably prior experience with managed services – either in a bidding capacity or working in a managed services organisation.
  • Understanding of sales methodologies & or account planning.
  • Preferably a background in project or programme management.
  • Preferably prior experience with managed services – either in a bidding capacity or working in a managed services organisation.
  • Understanding of sales methodologies & or account planning.
  • Commercially astute and able to understand the many dynamics of a complex business, plus its interplay with the functions and businesses around it

Able to work across the whole of Enterprise to create the conditions for execution of the programmes and drive CPS into growth

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 global provider-of-choice for managed network and IT infrastructure services..

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