Team Manager – Service Operations

About the Company:

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers

.BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive

.Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best

.We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies

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About the Ro

leMandatory experience required as a Team Manager in Service Operations (Incident Management preferre

d)Mandatory technical skill & experience on Data Infrastructure - Network Fundamenta

ls
Responsibilit

• iesOwn the Incident Management on services sold to CPS customers across data, voice & security soluti
• onsAccountable for performance on SLAs ensuring service availability and service restoration are at par with targets defined in the applicable product or customer specific S
• LOsAccountable for Quality and Productivity KPIs around Incident handl
• ingAccountable for Service Journeys (end to end incident journey), Tools Usage & People Performance Management as well as Continual Improvement & Optimisat
• ionAccountable for AI driven Operational transformat
• ionAccountable for Shift management catering to volume fluctuations driven by Major Service Outages on a 24*7 ba
• sisAccountable for Onboarding of new products, services & customers (includes, hiring, up-skilling, AIS activiti
• es)Accountable for BCP, Office attendance, WFH performance and announcing/managing any other real-time issues impacting service assura
• nceAccountable for People Skills & Competence development at par with business requireme
• ntsAccountable for People Career planning & guida
• nceAccountable for Coaching & Feedback across teams in the s

pan
Qualificat

ionsEducation details: Grads, B.Tech prefer

able
Required S

killsTechnical skills related to Data Infrastructure and Incident Manag

ement
Preferred

SkillsExperience in Service Operations and Team Mana

gementTotal 8 years of Experience and minimum 3 years of people mana