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    Service Assurance Manager - Bristol, United Kingdom - BT Group

    BT Group
    BT Group Bristol, United Kingdom

    6 days ago

    BT Group background
    Description

    What you'll be doing

     Lead the creation and transformation of the Mobile quality assurance & delivery framework providing clear recommendations and options to meet business objectives.
     Lead the development and implementation of the Mobile QA tools strategy, ensuring alignment with test frameworks and business objectives focusing on efficiency and quality.
     Own the service relationship with Mobile QA delivery leads, business units and external partners, ensuring delivery is managed, assessed, and achieved in accordance with agreed contractual KPI's, SLA's and quality standards.
     Lead service conformance, measurement & improvement activities across all areas involved in the Mobile QA lifecycle ensuring on-going service excellence and aligned to evolving business needs.
     Leadership, coaching and guidance of the Mobile Service & Quality Assurance team and partners, using the BT values to instil a 'one team' culture independent of brand, network, and customer type.
     Build and maintain strong business relationships with key customers and stakeholders (including government agencies) ensuring QA priorities are aligned with business areas.
     Lead the delivery of processes for Mobile QA and external accreditation including ISO & TMMi.
     Lead the management of Service & Quality Assurance Commercial / Finance processes and governance including forecasting, budget management, business case management and benefits realisation.

    Experience and Skills

     A proven history of leading data driven, support focused teams, with diverse capabilities in a fast moving and challenging technical & business environment.
     Ability to lead and inspire internal and external teams/suppliers to assess and implement innovative technologies/delivery methodologies to drive continuous improvement and transformation.
     Ability to analyse diverse and complex sets of data with the aim of driving improvement and efficiency across multiple internal and external delivery teams.
     Storytelling with data; strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences.
     Business Acumen; extensive knowledge in business strategy and the drivers of organisational performance, including people motivators, performance indicators and financial literacy.
     Detailed commercial & economic management skills, including roadmap, budget tracking & business case creation/benefits realisation.
     Building and maintaining close working relationships with internal teams and 3rd party vendors, to enable assurance of the quality of deliveries within BT.
     Ability to work under pressure and to assist peers in same situation whilst ensuring time, cost and quality requirements are maintained.

    Experience you would be expected to have
     Must have experience of leading Technology & Business strategy to adopt innovative technologies and processes to provide better quality and delivery methodologies appropriate to diverse service and business requirements.

    • Must have experience of managing delivery partners, managed services, and tools & systems suppliers, leading on contractual & commercial negotiations as required, chairing SLA & KPI service/account reviews with delivery managers to ensure quality of service is delivered.

    • Must have experience of delivering large scale transformation activities e.g. change of delivery models, automation transformation, etc.

    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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