Location
Gurgaon | India
Job description
Job Req ID: 30663
Posting Date: 6 Mar 2024
Function: Customer Service
Unit: Business
Location:
25A DLF City Phase-III,, Gurugram, India
Salary: Competitive
Your Aaccountabilities:
WNB/C2M/Complex Transition & Transformation or Complex Change.
High number of emergent products with complex solution and customers.
Accountable for end 2 end technical solution and delivery of solution DCMs to time, cost and quality.
Typically leads the end 2 end design for customer deliveries.
Delivers designs that adheres to CS&D gold standards and governance process.
Leads team to deliver outcome-based work packages using CS&D processes.
Accountable for fulfilling resource requests through resourcing plans.
Accountable for managing risks associated with their team.
Accountable for team growth through career progression framework.
Manages attrition, Performance Management, Career Development, Well Being and Your Say.
Will proactively share technical knowledge within their area of specialism via team huddles, collaboration tools and online documentation.
To be a product or service SME and to train a design squad in all relevant aspects of that product.
Skills and Experience Required:
Typical Relevant Experience -10 years' experience.
Leadership - Able to lead high level engagements (£10M+). Actively leads on all occasions and at all levels (15+ designers) and does not rely on others to resolve problems.
Technical knowledge -Has a broad, standard technical knowledge of most BT products within Digital Infrastructure & Digital Workplace.
Customer partner - You put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions.
Continuous improver - You question current processes, trying to change and work smarter. You try innovative approaches or ideas, seeking to understand the benefits and opportunities that they offer.
Active learner - You're quick to learn from experience and mistakes, readily applying new knowledge to the next challenge. You accept feedback and develop your self-awareness.
Team player - You navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others.
Collaboration - Understands the role of teams working on deliveries and those around them.
Commercial Accumen - Can hold commercial discussions across the business and resolve commercial problems across all stages of the customer journey. Will not accept when something is wrong.
Growth - Is able to recognise cross sell and up-sell opportunities across all CS&D technologies and/or customers, register, sell and deliver opportunities proactively.
Communication - Is able to communicate with all levels of Business leadership team and resolve problems in a proactive way. Able to present a solution with passion and impact to all level internally and externally. Able to engage in commercial and service discussions.
Stakeholders - Is able to identify stakeholders, generate stakeholder maps and communication plans. Is able to provide proactive stakeholder management to the highest level with all levels of Business. Typical stakeholders are RDL (Responsible Design Lead), BT programme lead and PM. BT senior managers, TSP (Technical Solutions Principal), Customer IT Manager/CIO. supplier senior managers, C-level stakeholders. Able to build and maintain strong working relationships with ley stakeholders.
Why this job matters
The Customer SolutionÃÂ Design Manager manages a team in supervising the execution of end-to-end technical designs, ensuring that business requirements are successful translated into deliverable solutions, which meet customer needs whilst considering the impact of those solutions on all technical and business areas.
What you’ll be doing
Supervises the capture of customer technical requirements and translation to detailed solution design in accordance with design methodology, through the customer solution design team.
Manages the execution of the strategy for the global customer solutions organisation, ensuring it is capable of delivering excellence in end-to-end technical solutions.
Contributes to the technical direction and in determining optimum solution design for customers.
Coordinates customer solution design engagement, facilitating statement of work creation, including any 3rd party deliverables.
Supports building strong customer relationships at the senior level through providing specialist service design expertise, and influencing the customer's service strategy and operational decisions.
Undertakes change management activities and coordinates customer transition/migration planning and implementation.
Undertakes the identification of potential risks and the implementation of controls and mitigations, ensuring compliance with relevant industry and company policies.
Coordinates reviews of solutions to ensure full integration across all aspects, ensuring consistency in architecture and technical processes.
Coordinates the prioritisation of design and delivery elements, and allocation of project workload to ensure delivery on time and within budget.
Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer solution design.
Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment.
Implements ways to improve working processes within the area of customer solution design.
The skills you’ll need
Troubleshooting
Technology Integration
Talent Management
Decision Making
Root Cause Analysis
Growth Mindset
Risk Management
Negotiation
Commercial Acumen
Solution Design
Technology Migration
Customer Relationship Management
Performance Management
Inclusive Leadership
Proposal Development
Solution Architecture
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.
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.
Customer Solution Design Manager
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