Job Description

Why this role matters

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This position is critical to us as it supports national infrastructure, described as the beating heart of UK technology, where the network's operation is essential for the infrastructure of the UK.





The Converged Core network underpins 40% of UK broadband services and 70% of UK mobile backhaul, along with radio, satellite and subsea services. It supports the UK's Critical National Infrastructure such as 999 services, Utilities, airlines, MoD and government services. It is imperative therefore that the people who work within Converged Core have a passion for what they do. It is about doing the right thing, in the right way, for the right reasons, ensuring robust and effective outcomes for the long term, protecting both the Network and the millions of people who rely upon it.



Currently, the Converged Core team are amidst one of the largest, most complex programs of work undertaken by BT Networks, which is to transform the Core network estate to next generation infrastructure, software and tooling. The role holder will report directly into the Programme Lead responsible for the development of OSS service capability for the Converged Core. The individual will manage the Problem Management strategy across this and associated programmes, seeking ways to improve & evolving for future programmes, thus ensuring the long-term success of technical delivery within Converged Core and the ongoing protection of our network. The individual will also support the Programme Lead on the day to day running of the programme and provide cover when the Programme Lead is unavailable.





You will join a collaborative team dedicated to problem management within a major national program. Working closely with offshore squads and various internal teams, you will help drive continuous improvement and effective resolution of complex issues, ensuring the stability and efficiency of critical network infrastructure.





This role is based in Birmingham and our hybrid working model means you are expected to be in the office 3 days per week.

You'll have the following responsibilities

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Manage the day to day running of the programme problem management lifecycle, driving defects & the associated Problem Records (PR's) to a timely conclusion

Ensure all problems reported are recorded via Jira and ensure all problems are assigned to the most appropriate individuals for resolution

Carry out weekly Root Cause Analysis reviews, taking necessary action to ensure problems have been mitigated/resolved efficiently and professionally

Work alongside the Product Manager and Operational Readiness Team to ensure the most appropriate routes to resolution are being deployed

Work alongside the Agile Coach and Scrum Leads to ensure an Agile approach to the delivery of problem solutions is being adhered to

Liaise with internal and external stakeholders to offer appropriate reassurance and insight into ongoing problems and the associated implementation stages

Act as the key interface between processes, teams and customer for all programme problems

Act as the key escalation and point of accountability for all problems that could impact the programme

Produce in-depth analysis that will highlight trends, alerting of potential problems and the associated avoidance strategies, tracking on-going problems and the associated mitigations as well as tracking the levels of success or failure of solutions already deployed

Full accountability for ensuring appropriate short and long-term solutions to problems are implemented in the most robust and effective way giving long-term assurance and protection to the network

Supports issue escalations, identifies project risks, dependencies and project changes, ensuring timely intervention and communication to stakeholders.

Reviews, suggests and executes process improvements and efficiencies with the engagement and delivery models.

Supports in the implementation of ways to improve working processes within the area of Project/Programme Management and PMO where applicable.

Facilitates effective working relationships between team members, and develops business/ customer and partner relationships, handling problems and issues, collecting and disseminating relevant information

Process creation and setting into BAU

Excellent communication and stakeholder management at a senior level both internally and externally

High degree of business and commercial acumen

Ability to innovate to resolve complex problems

Significant experience of leading and delivering complex projects with challenging timeframes

You'll have the following skills and experience

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This role requires a combination of character skills and technical knowledge. Key character traits include curiosity and tenacity. A technical background is important, particularly an understanding of the telecom industry, networking components, software development cycles, and testing. Experience in problem management, root cause analysis, and continuous improvement is also necessary. Confidence in communicating with senior colleagues and people from other areas is required, along with the ability to self-direct without constant supervision.

Skills

Drive & Determination to resolve

Firm governance and the support of delivery standardisation across the organisation

Experience of defect management and RCA

Process creation and setting into BAU

Excellent communication and stakeholder management at a senior level both internally and externally

High degree of business and commercial acumen

Ability to innovate to resolve complex problems

Requirements gathering

Scope management / Delivery planning

Positive and effective communication style

Change management

Formal project reporting

Risk and Issue management

Innovating for improvement

Identification of and sharing of best practice

Continual Improvement

Ability to operate autonomously

Experience

Proven experience of managing matrixed teams in a multi-vendor environment

Proven experience of creating high performing teams and leading them to resounding success

Evidence of robust risk and issue management

Evidence of creative problem solving

Experience of managing multiple stakeholders up to executive level

Developed a network of strong working relationships you can call upon to support you

Handled office politics/disagreements whilst maintaining personal integrity

Used knowledge to negotiate or persuade

Tackled process/political obstacles to delivery

Experience using and preferably accreditation in a Project Methodology (Agile/Prince/APM etc).

Ability to work across matrixed teams

Some knowledge and experience of business operations, business strategy, financial and operational strategic analysis

Knowledge and or experience of BT Products Portfolio and BT's Concept to Market Processes

Continuous improvement and business improvement experience

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

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.