Job Description

Why this job matters
The role holder will bring together our strategy led by data and a passion for customer experience into a coherent set of goals, insights and plans in line with the company's differentiated customer experience strategy and address major risks to service. This means examining existing processes, tools and team infrastructures to understand how we can create a model that has a standard approach to problem & incident management, change, ITIL and identifying and developing opportunities to enhance efficiency, productivity, and growth through the use of AI.
What you'll be doing

• Own and deliver analysis and strategic investment choices that underpin Service management's strategic transformation
• Accountable for assessment of requirements within BT Business
• Discuss and agree on relevant architectural framework and identify optimum design pattern to deliver scalable, reusable system components with limited customization.
• Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision.
• Strong focus on business case, risk management, benefit realisation and relevant dependencies with strong ability to unblock blockers to ensure on time delivery
• Proactively monitor project progress, identify deviations, and take corrective actions to keep projects on track and keep stakeholders updated
• Develop and foster excellent relationships with key internal/ external customers and suppliers as appropriate for on-going program deliverables
• Lead the platform design team, overseeing the work of other designers.
• Responsible for the overall BT Business platform governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.

Experience you'll have

• Technical leadership: Extensive ServiceNow, ITIL, CSDM, TMF framework experience related to BT Business ServiceNow ecosystem and E2E integration architecture with in-depth knowledge in ServiceNow capabilities.

• Project management: Must have experience in managing complex Design programs or portfolios of projects, selecting the most suitable methodologies and implementing the necessary tools, processes and frameworks to suit the needs of a customer, colleague or client; moved outside of expected process or practice.
• Technology: ServiceNow CMDB data model, GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management, TMF-compliant ServiceNow integration framework, Licensing model
• Solution Architecture: Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements.

The skills you'll need
Agile Development
Database Design/Development
Debugging
APIs/Web Service Integration
Programming/Scripting
Microservices/Service Oriented Architecture
IT Security
Cloud Computing
Artificial Intelligence/Machine Learning
Continuous Integration/Continuous Deployment Automation & Orchestration
Software Testing
Application Development
Algorithm Design
Software Development Lifecycle
Project/Programme Management
Decision Making
Growth Mindset
Inclusive Leadership
Benefits

• An annual on-target bonus of 10% (personal and company multipliers).
• BT Pension scheme: minimum 5% employee contribution, BT contribution 10%.
• Exclusive colleague discounts on our latest and greatest BT broadband packages.
• 50% off EE mobile pay monthly or SIM-only plans, and a 50% discount for friends and family on EE SIM-only plans.
• Discounted EE TV, including TNT Sport and the NOW Entertainment membership.
• There's also great support for working parents, including pay whilst on maternity, adoptive, and paternity leave.
• 25 days' annual leave (not including bank holidays), increasing with service.
• Volunteering days, so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as 'My EV'.

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 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.

Skills Required