BT Head of Service in Dublin, United Kingdom

Head of Service

Location: Dublin, ability for regular travel in Ireland & UK

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

The role holder will have overall responsibility for Service on a major BT Ireland account, being the senior escalation point for client services delivered predominantly in Ireland and UK by 200 BT staff across European & Asian locations. The individual will hold a strategic view of how service is implemented and take action on account structure, skills, process and customer experience as required. The role requires strong resilience and the ability to work under pressure to tight timelines and challenging contractual SLAs. The role holder will be an excellent communicator with experience of operating and influencing at director level.

What you'll be doing

The role holder will have overall responsibility for Service on a major BT Ireland account, being the senior escalation point for client services delivered predominantly in Ireland and UK by 200 BT staff across European & Asian locations. The individual will hold a strategic view of how service is implemented and take action on account structure, skills, process and customer experience as required. The role requires strong resilience and the ability to work under pressure to tight timelines and• Meet contractual SLA on all client service towers LAN, WAN, WiFi, IPT, Call Centre, ATM, Digital Signage & Trading System

  • Senior escalation point for all Operations and Client Service Management

  • Deliver excellent Quality of Service, exceeding contractual SLA

  • Manage client and internal relationships to executive level

  • Drive behaviours on the account to maximise revenue streams

  • Virtual lead of resources dedicated to the account, including engineers, process managers, Service Desk and Client Service Managers. Responsible for setting objectives and reporting on performance of same

  • Ensure optimum staffing levels in place to deliver service, drive behaviours to ensure resource resiliency and avoid single points of failure

  • Lead a large virtual department of support teams across various on-shore and off-shore locations, accountable for service delivered by same

  • Own and develop a high-level Customer Relationship with key suppliers who deliver critical end-customer services on the account, be accountable for same

  • Accountable for appropriate maintenance of all customer infrastructure, ensuring associated activities (e.g. upgrade, patch, back-up) are delivered according to contractual requirements and meet internal and client audit requirements

  • Assume leadership role, build positive relationship with other business and technical leads on account, demand accountability across all areas

  • Ensure service is operated to ISO20000 standards. Ownership of account IT Service Management processes

We'll also need to see these on your CV

  • Degree or equivalent in ICT, Computer Science or Engineering desirable

  • Excellent communication skills both written and verbal, with extensive experience presenting to senior management.

  • Demonstrable experience in leading operational teams to meet challenging contractual SLAs and service standards

  • Strong level of people management skills

  • Track record of meeting client business imperatives

  • Experience of managing 3rd party suppliers.

  • Understanding ICT products and services

  • Track record of supplier management

  • Commercial awareness

In the first 12 month's you'll:-

  • Develop understanding of client services and role BT plays in same

  • Manage client and internal relationships to executive level

  • Drive behaviours on the account to deliver stable service and enhance client confidence in BT

  • Lead large virtual department of service support teams across various on-shore and off-shore locations, be accountable for service associated with same

  • Assume leadership role, build positive relationship with relevant business and technical leads across internal and client organisations, demand accountability across all areas

Why choose us?

BT will offer you the opportunity to take on new challenges and flourish in a career you deserve. We will support, invest in you and provide you with a platform like no other. Join BT’s future - come and help us revolutionise things for our customers.

Opportunities for career progression within BT are only limited by your own ambition. Added to this a fantastic salary and benefits package including free superfast broadband and BT TV, discount on BT products, generous pension, bonus structure, company car and private medical insurance for you and your family. This is an exciting leadership opportunity not to be missed.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: Service Client Relationship/ Account Management

Title: Head of Service

Location: GBR %26 Ireland-Ireland-Dublin-Dublin

Requisition ID: 93449