Senior Client Services Manager

• Develop and execute BT's service and delivery strategy, aligning with customer goals and collaborating with senior management to set overall client services strategy
• Effectively communicate and present at an executive level with gravitas and confidence, both internally with BT's front office and delivery teams, and externally with customers and partner organisations
• Oversee the operational aspects of service delivery within the vertical, empowering the team to manage escalations, and ensuring prompt resolution of issues while maintaining alignment with service level agreements
• Lead and motivate a team of leaders and line managers supporting the service outcomes, fostering a culture of excellence, collaboration, and continuous improvement
• Coach and mentor operational and technical management teams within the customer base
• Develop new ways to achieve high levels of customer loyalty and satisfaction within the customer base, driving continuous improvement and transformation plans to meet evolving customer needs
• Lead the implementation of continuous improvement opportunities to improve the service management team processes, such as first-time fix rates through better processes, technology and management
• Lead processes aligned with the group including change management, service governance and assurance, risk, security compliance policies and data management
• Manage the financial aspects of service delivery within your vertical area

• Extensive experience of Service Management and ITIL process
• Suitable candidates will hold a certification in ITIL 4 Foundation
• Excellent knowledge of customer experience metrics such as Net Promoter Score (NPS) and other customer satisfaction measures
• Experience of motivating a team effectively, fostering a culture of excellence, collaboration and continuous improvement
• Ability to matrix manage large teams of approximately 100 different stakeholders across various functions
• Proven policy improvement skills and familiarity with quality improvement methodologies such as Six Sigma or Lean
• Excellent relationship management and project managements skills
• Able to cultivate and maintain strong relationships with internal and external stakeholders of all levels
• Ability to manage complex projects with a good grounding in methodologies and techniques such as PMP, Prince 2 and Agile
• The successful candidate will be eligible to gain and hold a Security Clearance to SC Level, which will require a minimum of 5 years working history in the UK to be eligible

Exposure to XLAs would also be desirable

• Competitive salary
• 15% on target bonus
• 25 days annual leave, plus bank holidays
• Pension scheme (5% from you, 10% from BT)
• Car allowance
• Private healthcare for you and your family
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
• 2 weeks paid carer’s leave
• Flexible benefits
• Employee discounts, including 50% off EE mobile pay monthly or SIM only plans