Job Description

PAN BT Major Incident Mangement 24/7 Duty Manager

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Job Req ID: 51997
Posting Date: 16 Oct 2025
Function: Service
Unit: Networks
Location:
Ipswich (4405), Ipswich, United Kingdom
Salary: Competitive with great benefits

Why this role matters

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In this role, you will service manage a 24 x 7 incident management team and support the command & control and the jeopardy management of customer service restoration. This is done through effective real time coaching and guidance on Pan-BT Major and Serious Incidents on the Core BT Network whilst keeping key stakeholders informed through internal and external communications.





You will lead on process and procedure improvements, engage Operational and customer facing units to drive overall business and customer experience benefits. In addition, you will introduce new products and services by compiling full service wraps with associated technical information and recovery matrix.





You will join a friendly and supportive team based in Ipswich, working within BT's Major Incident Management service. The team operates a shift-based schedule, providing critical support across the entire BT business during major incidents. You will collaborate closely with senior leaders and various departments, ensuring effective incident resolution and continuous service improvement.





This role is based in Ipswich and involves working various shift patterns and comes with a shift allowance.

You'll have the following responsibilities

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This role involves line management where you will provide leadership and support to a shift-based team, including line management of a small team and indirect management of shift personnel.




Lead and coordinate major incident management activities to ensure swift resolution and minimal business impact. Collaborate closely with cross-functional teams across BT to facilitate effective communication and incident escalation. Develop, maintain, and execute incident response plans and procedures in line with company standards. Ensure adherence to ITIL best practices and compliance with relevant regulatory and safety standards. Provide leadership and support to a shift-based team, including line management of a small team and indirect management of shift personnel. Manage shift rotations and ensure team readiness for early, late, and night shifts within a five-week rotation cycle. Liaise with senior leaders and stakeholders to provide timely updates and coordinate incident resoluti

You'll have the following skills and experience

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Skills

? Ability to lead and champion Service and Customer Experience across a complex technical environment (such as TSO).



? To set a standard for personal leadership.



? Experience producing stakeholder communications to managing director level and above.



? Broad knowledge of and significant experience in ITIL and service management.



? Ability to handle a diverse prioritise in a fast changing incident environment.



? Ability to think beyond existing solutions, to challenge existing assumptions.



? Excellent working knowledge of e2e service management processes.



? Displays strong service and continuous improvement ethos.



? Excellent communication skills, verbal and written



? Broad knowledge of monitoring solutions and toolsets.

Experience

MANDATORY

Service Management experience

Leading people within a high pressure environment

Experience of senior stakeholder management through ownership of real-time service performance on their behalf

PREFERRED

ITIL Foundation qualification

In depth knowledge of BT Core networks

Knowledge of BT customer markets

Understanding of regulatory commitments, quality processes and financial governance

Business Improvement skills including Continuous Improvement, Lean and Six Sigma

Benefits

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10% on target bonus

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

From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.

Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.

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

24/7 private virtual GP appointments for UK colleagues

2 weeks carer's leave

World-class training and development opportunities

Option to join BT Shares Saving schemes

Our leadership standards

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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 Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands - BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.



Over the next two years, we will complete the UK's largest and most successful digital infrastructure project - connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.



While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.



Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.


We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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 , please apply anyway - you may just be the right candidate for this or other roles in our wider team.