About this role

You will use your already established client services experience to manage service and delivery relationships on behalf of BT. Supporting complex accounts, managing and developing a virtual team across multiple contracts. 

You'll set and deliver the service strategy within the customer base. Focusing on delivering contractual service targets, improving customer satisfaction and inspiring loyalty to BT. 

This is an opportunity to build and maintain senior relationships to executive level within the customers organisation and within BT

You'll have the following responsibilities

• Leading the service and delivery relationship with customers and internal teams across BT for complex managed contracts.
• Leadership, development and motivation of a matrix team of service and delivery colleagues across multiple contracts, creating a brilliant experience for our employees engaged on the aligned contracts and optimising performance of the team
• Ensures delivery of contractual SLA performance, RFT Milestones in programmes and projects, resolves customer contractual issues and continually improves customer satisfaction
• Deliver the service and delivery vision and strategic direction within the region for aligned contracts 
• Operates on complex customer contract and is responsible for building and enhancing a mutually beneficial customer relationship demonstrated in Customer Experience and Service and Delivery Performance.
• Possess an in-depth working knowledge of the customer’s business and understand the competition environment.
• Responsible for managing the BT service costs for own or teams managed contracts, which have dedicated resources.
• Drives change within the business via service improvement and cost reduction plans. 
• Takes ownership of stakeholder management within BT, customer and/or third party suppliers. Creates value and acts as a trusted advisor. 
• Manages expectations and can negotiate mutually beneficial outcomes and resolve conflict.
• Influences business decisions and outcomes at senior to executive level 
• Acts as the customer’s champion and responsible for the success of customer experience, driving delivery and assurance plans and initiatives on behalf of our customers and improving NPS
• Identifies opportunities to sell BT’s unique service and delivery capabilities that enhances the customer’s perception of BT.
• Maintain a peer level relationship with the Customer Facing Unit and Account Teams, to develop service offerings and support revenue growth.
• Manage customer relationships at CIO and Board Level (relationship must be able to positively influence the service strategy)
• Build and maintain strong collaborative relationships with internal/external suppliers.

You'll have the following skills & experience

• Good customer facing and inter-personal skills, with the emotional resilience to manage demanding customers in a sometimes hostile environment.
• Proven track record in managing large customer contracts, virtual/matrix operational teams, driving change and reducing operational costs.
• Proven ability to build good relationships with customers and BT’s operational teams. 
• Appreciation of BT products and services and understanding of the major BT functions/roles.
• Good knowledge of customers IT systems and applications, domestically and/or globally.
• Good knowledge of project, programme management methodologies 
• Understands service management methodologies 
• Good knowledge of billing and financial management and BT's service capabilities.
• Strong leadership and people management skills as will be managing virtual teams.
• Ability to analyse data and manage operating costs.
• Proven track record in setting and delivering service performance, driving change and growth.

Benefits

• 10% on target bonus
• 25 days annual leave (plus bank holidays)
• Generous Pension Scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile
• Flexible working arrangements