Job title:
IT Business Delivery Manager
Company
BT
Job description
Why this job mattersWe are looking for an experienced IT Support Manager to lead our relationship management-focused IT support team. This role will be responsible for overseeing the day-to-day relationship management of the entire BT Group, with dedicated direct reports managing each pillar (Openreach, Consumer and the rest of BT Group) of the IT support department, ensuring that our colleagues receive prompt and effective technical support across their organisations in a quick and efficient way to enable efficient relationship management across the organizationThis role can be based out of London or Birmingham, following a hybrid working model of 3 days a week in the office 2 days working remoteWhat you’ll be doing
- Lead, mentor, and support a team of IT support specialists, fostering a collaborative and customer focused work environment.
- Develop and implement strategies to optimize IT support processes and enhance the overall efficiency of relationship management operations.
- Establish and monitor service level agreements (SLAs) to ensure timely resolution of colleague inquiries and technical issues.
- Coordinate with internal stakeholders to prioritize IT projects and initiatives that align with relationship management objectives.
- Collaborate with cross-functional teams to identify and implement improvements to CRM systems and related IT infrastructure.
- Conduct regular performance evaluations and provide constructive feedback to team members, facilitating their professional growth and development.
- Manage vendor relationships and contracts for IT support services and software solutions.
- Stay abreast of emerging technologies and industry trends to continuously improve IT support services and enhance colleague satisfaction.
- Prepare and present regular reports on IT support metrics, including ticket volumes, resolution times, and customer satisfaction scores.
- Ensure compliance with IT policies, procedures, and security standards.
You’ll have the following skills and experience
- Proven experience in a IT support supervisory or managerial role
- Stakeholder management – To Directors and occasionally Managing Director level. Can position and manage key stakeholders across
- the organisation, drawing on data and analytical techniques where appropriate, and communicate this to business audiences
- Strong knowledge of CRM systems and their integration with other business applications.
- Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve departmental goals.
- Exceptional communication and interpersonal skills, with a focus on building positive relationships with colleagues and stakeholders.
- Demonstrated experience in project management, with the ability to prioritize and delegate tasks effectively.
- Solid understanding of ITIL (Information Technology Infrastructure Library) principles and IT service management best practices.
- Relevant certifications (e.g., ITIL Foundation, PMP) are a plus.
Benefits
- Annual On target bonus 10% (personal and company multipliers)
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- Life Assurance
- Direct share scheme
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
- My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
- Discounted EE TV including TNT Sport and the NOW Entertainment membership
- Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 25 days annual leave (not including bank holidays), increasing with service
- Volunteering days so you can give back to your local community
- Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’
Expected salary
Location
London
Job date
Wed, 04 Sep 2024 07:58:58 GMT
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