Service Request Management Professional

　　Job Req ID: 28177

　　Posting Date: 16 Jan 2024

　　Function: Business Operations

　　Location:

　　Building 31, Budapest, Hungary

　　Salary: competitive

　　Why BT?

　　We’ve always been an organization with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

　　Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

　　Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation, and competition we face are tougher than ever before. So, if you have the drive, optimism, and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

　　Why this job matters

　　This role focuses on understanding the complex problems of today that are impacting service delivery E2E and using that knowledge to scope and implement improvements that will deliver service faster and to a higher quality for our customers; going forward. This role requires strong change management skills with excellent problem resolution capability so we learn from mistakes and implement solutions that effective. This role holder will engage with customers to speak to the service trends and future improvement plans.

　　What I’ll be doing – your accountabilities

　　• End to end jeopardy management and problem-solving lead for Service Requests – from Request raised to handover to Customer. Using jeopardy reporting to proactively identify delays in milestone progression to milestone SLA’s - identifying the causes and working across teams to resolve the issues and ensure that all components are back on track, enabling successful completion of the Service Request to PRD and CDD

　　• Point of contact for escalations for owned accounts – responding to escalations, problem solving to establish the right outcomes and responding to escalations. This role holder will ensure SR leads are updated either directly or via workflow tool notes

　　• On all Service Requests that fail the E2E SLA this role holder will provide RCA and implement that learning to continuously improve tha-e process and tools

　　• Identify, define and implement continuous improvement changes to the E2E process, tools and behaviours – to drive reduced E2E cycle times. Sharing this best practice across teams

　　• If the proposal is non standard ie a new solution or highly complex, the SRM P will create and submit this proposal

　　• Coordinate a team of Service Request Leads and Coordinators, including managing work allocation when required

　　• Monitor and manage performance on all Service Requests to achieve targets i.e. Quality Checks, Business Standards, contractual requirements, failure analysis

　　• Primary interface for end-customer and sales for service issues, delays, technical issues and RCA

　　• This role holder will work closely with the SR Lead to provide progress updates on issues, so that the SR Lead can ensure the customer is kept updated and informed at every stage of the Service Request

　　• Providing trend reports to establish where improvements in E2E service are needed and account level performance reports to show how BT Global are driving improvement in the customers E2E service delivery

　　• The SR Lead will engage this role holder to highlight delays which they have identified so that this role holder can lead the problem resolution and establish a way forward on issues which require more time and focus to resolve

　　• Support mobilisation and contract set-up including knowledge share with teams as well as set-up and configuration of systems and tools

　　• Accountable for the quality, accuracy and version control fo all Service Requets documents, templates and guides

　　The skills you need

　　This role requires the following skills set:

　　• Excellent knowledge of BT products

　　• Excellent Problem-solving skills with a strong understanding of who to engage to resolve complex issues

　　• Excellent knowledge of MS Office applications

　　• Excellent communication and internal and external senior stakeholder management relationship skills required

　　• Risk management - identifying, flagging and managing risks overarching the wider Service Request process or the contract support team

　　• Ability to manage technical, project and commercial discussions (including negotiations and advice) and problems with the customer and other BT departments.

　　Leadership accountabilities

　　• Coaching and Training team members

　　• Monitoring processes/procedures are up to date and amending as required

　　• Covering for Service Request Management Specialist and attending meetings on their behalf

　　Experience you would be expected to have

　　• Change Management experience – transforming service

　　• Broad thinking

　　• Strategic negotiation

　　• CI Experience

　　• Bachelor’s degree preferably in the field of economics or at least 3 years relevant experience

　　• Strong knowledge and understanding of BT’s products and services

　　• Experience in Customer Service Management is an advantage

　　• ITIL Foundation certification

　　• Lean or Six Sigma experience and certification are an advantage

　　Key decisions

　　• Transformational changes that will drive service improvements

　　• Define the service trends and opportunities and apply improvements required to improve service overall for your accounts

　　• Problem resolution plan - decisions that will underpin delivery of the service request in line with commitments

　　• DoA for commercial decisions across Service requests on the contract

　　• Lead on continuous improvement implementation to drive up quality and reduce cycle time

　　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.