Our mission is to break down the barriers of today to release the potential of tomorrow.
Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we've got big ambitions for our colleagues and the future of the organisation.
These include our vision that inclusion and accessibility drive every conversation we have and every decision we make.
We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business.
We value every colleague, their diversity and the contribution that they make.
When we say you're welcome at BT, we really mean it.
**You'll have the following responsibilities**
- Customer engagement: responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
- Holds responsibility for the success of large accounts or a portfolio of smaller account while in Service, assuring customer intimacy and business value within the agreed cost envelope and SLA parameters.
- Responsible for specified customers as the service owner and customer advocate, acting as their 'voice', providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives.
- Leads and manages Service Improvement and Jeopardy Management Plans across a range of service and delivery disciplines for one or more customers.
- Influences business decisions and outcomes at executive level, facilitate the growth necessary to support BT's new business initiatives
- Leads direct and indirect reports to implement best practice service management and governance into each client engagement and provides resolutions to team escalations
- Carries out regular services performance reviews and objectives setting (JVS - Joint Value Statement, COS - Conditions Of Satisfaction), including regular internal and external meetings, 1:1 sessions with team members, and separate regular account team session
- Responsible for delivery against contractual SLAs and key business measures across the team.
**You'll have the following skills & experience**
- Ability to meet the customers' needs in line with the business requirements
- Focusing on the objectives and the required outcomes of the processes while delivering a service
- Working with a cooperative and positive attitude in a group setting to achieve common goals
- Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
- Ability to comprehend and to oversee various aspects of a problem or a situation
- Taking the responsibility and taking care of the consequences of making a decision
- Using all data and information available to analyse and understand a situation, with the aim of supporting decisions
- Proven experience in delivering effective and engaging presentations to a variety of audiences
- Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
- Strengths and abilities that help to oversee processes and guide people toward the achievement of goals
- Ability to find root causes of problems and to focus on their quick and efficient solution
- 7+ years of progressive business leadership responsibility and people management skills
- Able to articulate business value for key stakeholders
- Deep understanding of Service Management best practices frameworks such as ITIL
- Experience with project management methodology and techniques
- Experience with development of solution processes
- Fluent English
- Fluent Spanish
**Benefits**
Standard Brazil Benefits
**About 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?
You can read more here about what it's like to work at BT
**How to Apply