Location
Ottawa, ON | Canada
Job description
Service Management Specialist
Job Req ID: 29614
Posting Date: 15 Feb 2024
Function: Customer Service
Unit: Business
Location:
Ottawa, Canada
Salary: Competitive salary and excellent benefits
Location: Ottawa, Ontario Canada - Remote opportunity with weekly travel to Montreal, Quebec
Language requirement: Canadian French/English
Why BT?
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours?
Read more about what it's like to work at BT ( .
Our global business have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses. Thanks to our portfolio strategy, Digital Transformation, we provide high-performance, integrated, and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world.
Why this job matters
This role is a vital part of the management team for BT's broader Global organisation.
This role leads Global's Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience.
Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office, and the customer. Responsibility for maximising the value derived from the services.
Regular proactive engagement with your customer, understanding their industry and goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive customer and BT's success.
What you'll be doing - your accountabilities
To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.
Proactively identifies opportunities for improvement and transformation across the account(s) to maximise value and customer experienc
Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations
Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict.
Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team.
Providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives
Oversight for the end-end operational performance and be accountable for the SLA, maximising opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence
Executes the Service Strategy with Customer Operational Lead (COL) for their customer (s), through a deep understanding of the Customer(s) market, identifying emerging trends and priorities
Ensure ITIL governance best practice is adopted across the customer contracts
Be prepared to frequently visit customer on their premises locally or internationally
Skills required for the job
Self-driven, self-motivated, enthusiastic, with a “can do” attitude for finding creative solutions.
A strong blend of analytical decision-making and creative problem-solving skills
Has the ability to attain an in-depth knowledge of customer environments, including their systems & applications locally and general globally.
Has strong situational leadership skills and can work autonomously but should be an integral part of any team
Ability to easily transition from technical details to strategic planning
Accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives.
Emotional intelligence and conflict management skills
Strategic and Critical Thinking, and Negotiation skills
Strong interpersonal and collaboration skills
Possesses the ability to work under pressure and rally teams around time sensitive objectives
Presentation & Communication Skills
Experience you would be expected to have
Bachelor’s degree or equivalent in relevant field – Mandatory
Experience in meeting the customers’ needs in line with the business requirements – Mandatory
Experience with development of solution processes – Mandatory
Microsoft Excel & PowerPoint - Mandatory
Time and priority management – Mandatory
ITIL knowledge – Mandatory
Fluent in English and Canadian French - Mandatory
7+ years of relevant experience working with customer facing role - Preferred
Experience in mentoring, coaching and training a team - Preferred
Deep understanding of Service Management best practices frameworks such as ITIL - Preferred
Experience in telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.) - Preferred
Experience with project management methodology and techniques - Preferred
Experience on customer satisfaction methodologies – Preferred
Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc - Preferred
Agile framework familiarity - Preferred
Data Analytics tools - Preferred
Benefits
BT offers a superior global and diverse culture that fosters health and wellness for their employees.
This opportunity is eligible for an annual bonus, a competitive base salary, comprehensive benefits and a generous vacation package.
Relocation support for this position is not currently available.
Existing authorization to work in Canada is required.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
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.
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