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    Problem Management Specialist - Southampton, United Kingdom - BT Group

    BT Group
    BT Group Southampton, United Kingdom

    3 weeks ago

    BT Group background
    Description

    What you'll be doing


    • Accountable for owning high priority problem records where there is a risk to brand damage and/or significant customer impact. Contributing to the achievement of the Networks and Digital Operational Excellence scorecard and team KPIs.

    • Own and create comprehensive problem reports, including post incident reviews, to deliver communications back to the business following major service impacting and/or high risk to service, brand damaging incidents.

    • Prioritising problems that have the biggest risk and delivering at pace to provide the best experience for our customers.

    • Supporting a team of problem professionals to develop and become more effective through coaching to enable the team to deliver their goals.

    • Focus on the continuous improvement of process and working practices in the team to ensure high performance and value outcomes are delivered.

    • You will govern and be the champion for the application of best Problem Management practice across the Platform and Delivery units in Networks and Digital - working collaboratively with the teams.

    • Supporting the shaping and delivery of the Problem Management unit strategy to enable the achievement of the unit and wider Service Management Business unit goals.

    • Own and drive proactive problem management using data and insights to identify and deliver interventions that reduce incidents and improve service for our customers.

    • Holding and continually developing an advanced technical and service knowledge of the Platforms that your role supports.

    • Accountable for the Problem Management readiness for new services/platforms.

    Skills and Experience


    • Excellent stakeholder relationship and communication skills.

    • Strong leadership in a complex, matrixed environment of operational, technical service and platform teams in the operation of the problem management process and delivery of improvement initiatives.

    • Understanding and experience of problem methodologies and techniques.

    • Improvement focus - a focus on continous learning and development in yourself and for your team to improve processes and make things more efficient.

    • Story-telling with data - strong analytical skills to be able to inform and create intuitive, impactful views that drive required interventions and improvements.

    • Able to adapt to change quickly to get results in an ever-changing environment.
    Experience you would be expected to have
    MANDATORY

    • ITIL 4 foundation level knowledge.

    • A broad understanding of the key Service Management functions - incident, problem and change.

    • Experience of senior stakeholder management.
    PREFERRED

    • ITIL 4 foundation level accreditation.

    • In depth knowledge of the platform technologies, products and services for your role.

    • Knowledge of the strategy and markets for your customers.

    • Business improvement experience including continuous improvement.

    Benefits


    • 10% on target bonus

    • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

    • 25 days annual leave (not including bank holidays), increasing with service

    • Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

    • World-class training and development opportunities

    • Option to join BT Shares Saving schemes.

    • Discounted broadband, mobile and TV packages

    • Access to 100's of retail discounts including the BT shop

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