Service Architect Specialist
|Job Title:||Service Architect Specialist|
|Job Published:||February 23, 2021 12:21|
We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall weâ€ re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.
Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.
You'll have the following responsibilities
Works with a wide range of internal and external stakeholders to define, design and agree the strategic approach for delivering complex, bespoke, managed service solutions for major corporate and public sector organisations. Acts as the service authority for the end to end managed service proposition, with engagement through the full sales lifecycle and in-life delivery process. Critical in ensuring EMS/BT's capability to deliver customer requirements and shaping the experiences we create for our Corporate and Public Sector customers. Steers the direction of service approach in all major bids, ensuring contracts reflect an accurate and realistic service design that is deliverable and cost effective.
Directly impacts NPS scores across EMS and critical in securing new bids and growth work through their support, commercial propositions and negotiations on deals that can range in scale up to Â£500 million.
You'll have the following skills & experience
Accountable for delivering the optimal service model for non-standard and complex customer solutions; including defining customer requirements, designing service solutions, negotiating offerings and developing pricing to ensure we're commercially competitive.
Working with a wide range of internal and external stakeholders across multi-disciplined teams to assess customer requirements and minimise service delivery risks within the final contracted service commitment.
Responsible for developing and managing strong customer relationships at senior level through providing specialist thought leadership and actively influencing the customer's service strategy and operational decisions.
Accountable for the production of high-quality bid proposal documents outlining the specifications and value of our service to the customer. May be required, as part of the bid team, to lead the bid service workstream, consolidating partner and 3rd party service support into the overall solution/proposition.
Negotiating directly with the customer at senior level (up to board level) on key service components such as contractual schedule content and Service Level Agreements (SLAs), in addition to third party contract service support, ensuring flow down of service constraints.
Facilitating and contributing to innovation of approaches, using specialist knowledge of BTâ€ s products and services to underpin service delivery.
Accountable for accurate resource forecasting to ensure we will be able to deliver the contract requirements and suggesting mitigations of any potential resourcing / capability risks.
Contributing to development and implementation of unit policies, documentation and procedures, to ensure we re-use and optimise design methodologies where applicable.
Managing customer due diligence of successful new business and handover of the service design to the Service Introduction team and all stakeholders involved in delivery, to ensure understanding and compliance against key customer requirements.
Required to liaise, negotiate and agree a service model with key teams across Enterprise: Managed Service, Finance, Legal, Security, Commercial, Service Delivery, Service Management, and all stakeholders holding a responsibility for definition and delivery of any component of the service solution.
Significant impact on BT winning new complex business, working within the Market Units to represent Enterprise Service and enable the Customer Facing Unit (CFU) to achieve financial targets and secure new revenues
Skilled to a minimum ITIL 4 Foundation, expected to progress to Intermediate ITIL disciplines including ITIL4 Managing Professional.
If necessary, the role holder is responsible for obtaining and maintaining a security clearance at an appropriate level once it is awarded to them, for example SC and MPPV Clearance.
Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.
Able to maintain a reputation for quality and delivery of their expertise to the business.
Assists and may lead in the definition of strategy and evolution and associated investments for Group/LoB.
Responsible for engineering delivery plans for a small project.
Leads on the transformation strategy for service solutions
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
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