BT Jobs – Service Manager

Website BT

About the job

Job Req ID:


Posting Date:



Customer Service


Atlantic Quay, Glasgow, United Kingdom


Competitive + Excellent Benefits

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.

About The Role

The role holder has overall accountability for the service and delivery relationship on behalf of BT. Accountable for numerous complex accounts; and/or leads, manages and develops a virtual team across multiple contracts. Responsible for setting and executing the service strategy within the customer base. Focused on delivering contractual service targets, improving customer satisfaction and inspiring loyalty to BT. Capable of building and maintaining senior relationships to executive level within the customers organisation and within BT.


  • Overall Accountability for the service and delivery relationship with customers and internal teams across BT for complex managed contracts.
  • Leadership, development and motivation of a matrix team of service and delivery colleagues across multiple contracts, creating a brilliant experience for our employees engaged on the aligned contracts and optimising performance of the team
  • Ensures delivery of contractual SLA performance, RFT Milestones in programmes and projects, resolves customer contractual issues and continually improves customer satisfaction
  • Deliver the service and delivery vision and strategic direction within the region for aligned contracts
  • Operates on complex customer contract and is responsible for building and enhancing a mutually beneficial customer relationship demonstrated in Customer Experience and Service and Delivery Performance.
  • Possess an in-depth working knowledge of the customer’s business and understand the competition environment.
  • Responsible for managing the BT service costs for own or teams managed contracts, which have dedicated resources.
  • Drives change within the business via service improvement and cost reduction plans.
  • Takes ownership of stakeholder management within BT, customer and/or third party suppliers. Creates value and acts as a trusted advisor.
  • Manages expectations and can negotiate mutually beneficial outcomes and resolve conflict.
  • Influences business decisions and outcomes at senior to executive level
  • Acts as the customer’s champion and responsible for the success of customer experience, driving delivery and assurance plans and initiatives on behalf of our customers and improving NPS
  • Identifies opportunities to sell BT’s unique service and delivery capabilities that enhances the customer’s perception of BT.
  • Maintain a peer level relationship with the Customer Facing Unit and Account Teams, to develop service offerings and support revenue growth.
  • Manage customer relationships at CIO and Board Level (relationship must be able to positively influence the service strategy)
  • Build and maintain strong collaborative relationships with internal/external suppliers.

Skills And Experience

  • Good customer facing and inter-personal skills, with the emotional resilience to manage demanding customers in a sometimes hostile environment.
  • Proven track record in managing large customer contracts, virtual/matrix operational teams, driving change and reducing operational costs.
  • Proven ability to build good relationships with customers and BT’s operational teams.
  • Good knowledge of BT products and services and understanding of the major BT functions/roles.
  • Good knowledge of customers IT systems and applications, domestically and/or globally.
  • Good knowledge of project, programme management methodologies
  • Good knowledge of service management methodologies
  • Good knowledge of billing and financial management and BT’s service capabilities.
  • Strong leadership and people management skills as will be managing virtual teams.
  • Ability to analyse data and manage operating costs.
  • Proven track record in setting and delivering service performance, driving change and growth.
  • Client Service Management experience on large scale and complex contracts – Preferred
  • Experience of management of customer stakeholders at C and Senior levels – Mandatory
  • Experience of leading large direct and virtual teams in the management of complex contracts – Mandatory
  • Experience of Programme and Project Management including complex programmes – Mandatory
  • Experience of setting strategy contracts with a multi-year dimension – Preferred


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:

  • Competitive salary and on-target bonus plan
  • World-class training and development opportunities
  • 25 days’ annual leave (not including bank holidays)
  • Discounted broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

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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