Service Management Specialist - Ottawa, Canada - BT

Description

Location:
Ontario, Canada (Remote)

Why 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?

Read more about what it's like to work at BT.


Why this job matters
This role is a vital part of the management team for BT's broader Global organisation.

This role leads BT Global Service Relationship activities end-to-end with a customer, or portfolio of customers, and is focused on ensuring best in class operational excellence and leading stakeholder engagement to drive an improved customer experience.

Working closely with your customer to understand their business objectives, act as their trusted advisor and managing the relationship between Operations, front office and the customer.

Seeking to maximise the value that customers derive from their service.

Regular proactive engagement with your customer, understanding their industry and goals.

Additionally, you'll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive success for both customers and BT.

What you'll be doing - your accountabilities

• Manage and develop the overall endtoend operational relationship on behalf of BT, forging strong working relationships with Customer(s) at mid to senior levels
• Advocate acts as the trusted advisor and manages expectations bidirectionally and can negotiate mutually beneficial outcomes and resolve conflict.
• Operational assurance of in life new business opportunities, ensuring alignment with Operations priorities
• Proactively identifies opportunities for improvement and transformation across the account(s) ensuring the appropriate actions are successfully delivered by the responsible teams across BT or where a systemic issue is identified, escalated to the Operations Business Partner.
• Owns and resolves customer issues and escalations
• Providing inlife feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives
• Accountability for the endend operational performance and KPIs including management of the customer Service Levels maximising opportunities to reduce penalties and service credits, through operational excellence
• Provides customer specific insight, through a deep understanding of the customer(s)
• Broader understanding of the customer(s) market, identifying emerging trends and priorities
• Ensure ITIL governance best practises
• Facilitates collaboration across the community to resolve customer queries, complaints and requests and support the resolution of a wide variety of often complex issues.
• Defines and executes the Service Strategy for their customer(s)
• Monitor the collection of customer insight and the analysis of customer needs to provide sound customer service improvements and efficient management of accounts.
• Ability to provide cross functional collaboration across BT

Skills required for the job

• Onboarding
• Establishing relationships with customer, educating them on BT services and processes, and set expectations.

• Deployment

• Work closely with Senior Leadership in understanding the growth strategy to help foster a collaborative and solutionsoriented team culture.
• A strong blend of analytical decisionmaking and creative problemsolving skills
• Drive strong situational leadership skills and can work autonomously but should be an integral part of any team
• Ability to easily transition from technical details to strategic planning
• Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc
• Agile framework familiarity
• Personal
  Accept feedback and develop selfawareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives.
• Selfdriven, selfmotivated, enthusiastic and with a "can do" attitude finding creative solutions.
• Emotional intelligence and conflict management skills
• Strategic and Critical Thinking, and Negotiation skills
• Team Player
  strong interpersonal and collaboration skills
• Possesses the ability to work under pressure and rally teams around time sensitive objectives

Experience you would be expected to have

• Bachelor's degree in relevant field
• 5+ years of rel