Service Delivery Manager, Workplace & Project Operations

　　Job Req ID: 28736

　　Posting Date: 19 Jan 2024

　　Function: Property

　　Location:

　　Deansgate, Manchester, United Kingdom

　　Salary: Attractive salary & benefits

　　Recruiter: Carla Ballinger

　　Hiring Manager: Lloyd Sutton

　　Career Grade: D

　　Why this job matters

　　The Property team over the next 10 years and beyond will be continuing to deliver key projects and programmes transforming the BT Groups strategic ambitions. BT are investing highly in our operational estate producing quality refurbishments to match the quality of our network installations.

　　The BT built environment is large, diverse and complex. It houses BT colleagues, 3rd parties, customers and critical network operations that are essential to BT and a wide number of organisations including Governments and authorities.

　　The delivery and performance management of workplace and facilities services and suppliers to these buildings and is significantly important to BT to protect and secure the human and physical assets that operate within them.

　　The role of the Service Delivery Professional fulfils two key purposes;

　　(a)support sound investment decisions by providing expertise and analysis to interrogate, approve and audit discretionary and non-discretionary spend associated with Workplace/FM services.

　　[b] to ensure workplace services performance measures are periodically reviewed and risks are identified so that appropriate mitigation and recovery steps can be put in place.

　　What you’ll be doing

　　• Deliver and shape performance reporting strategy to enable the achievement of Property & Facilities services Workplace & FM Operations investment decisions and goals.

　　• Own and deliver information and illustrations for regular progress and management reviews to the Workplace and wider P&FS leadership team to demonstrate that both performance and cost mgmt. measures are adequately controlled.

　　• Work with the supplier and complete due diligence of information, submitted for revisions to service delivery requirements associated with office and operational estate changes.

　　• Support the Service Delivery Manager with quality control and assurance of performance management contract schedules.

　　• Support audit and risk strategy embedding three lines of defence into key processes and data analysis activity.

　　• Work closely with the Office and Operational Workplace CRM leads to ensure seamless workflow and decision making for our customers.

　　• Work closely with BT and service partner financial teams on budgetary submissions and cycles to ensure we have forward looking plans and cost certainty where possible (reporting cashflow vs budget).

　　• Bring system and process innovation to the Workplace & FM Operations Team to deliver customer service excellence goals.

　　The experience you’ll have

　　• Advanced knowledge of working with large datasets and spreadsheets including the development and creation of new tools to steward and monitor performance information.

　　• Identification of new ways of working and improvement initiatives to ensure workflow processes remain efficient and effective.

　　• Cost analysis and spend control techniques.

　　• Creating and documenting lean procedures and processes.

　　• Customer centric thinking, comfortable in translating and presenting new ideas and data into the benefit for the customer.

　　• Previous experience of working with 3rd party suppliers of outsourced FM service delivery.

　　The skills you’ll need

　　Budgeting

　　Negotiation

　　Facilities

　　Property and Facilities Advisory

　　Change Management

　　Business Continuity Planning

　　Stakeholder Management

　　Risk Management

　　Growth Mindset

　　Performance Management

　　Inclusive Leadership

　　Health & Safety

　　Technical Reporting

　　What’s in it for you? What are the benefits?

　　We work across the group with a wide range of stakeholders including many of the senior leadership teams in the business. We are committed to providing all colleagues with the right opportunities to develop their career. There will be an opportunity to learn from a diverse team, with wide ranging experience. The opportunity to make a difference is huge! You’ll get a broad understanding of all parts of BT and the experience will be valuable in any future roles.

　　• 25 days’ annual leave, plus bank holidays, and additional days for length of service

　　• 10% on target bonus

　　• Life Assurance

　　• Pension scheme - If you pay in a minimum of 5% of your pensionable salary every month we will pay in 10%

　　• 50% off BT and EE mobile pay monthly or SIM only plans

　　• Exclusive colleague discounts on our latest and greatest BT broadband packages

　　• BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids

　　• 30% discount for friends and family on EE mobile pay monthly and SIM only plans

　　• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks

　　• 3 volunteering days per year

　　• Competitive employee discount on BT/EE products

　　• Competitive friends and family discount on EE Mobile

　　Our leadership standards

　　Looking in:

　　Leading inclusively and Safely

　　I inspire and build trust through self-awareness, honesty and integrity.

　　Owning outcomes

　　I take the right decisions that benefit the broader organisation.

　　Looking out:

　　Delivering for the customer

　　I execute brilliantly on clear priorities that add value to our customers and the wider business.

　　Commercially savvy

　　I demonstrate strong commercial focus, bringing an external perspective to decision-making.

　　Looking to the future:

　　Growth mindset

　　I experiment and identify opportunities for growth for both myself and the organisation.

　　Building for the future

　　I build diverse future-ready teams where all individuals can be at their best.

　　About us

　　BT is part of BT Group, along with EE, Openreach, and Plusnet.

　　Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

　　We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

　　We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

　　This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

　　A FEW POINTS TO NOTE:

　　Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

　　DON'T MEET EVERY SINGLE REQUIREMENT?

　　Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.