This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
This senior role is accountable for Service Assurance for Ethernet, Direct Internet Access, BTnet, IP Connect, Optical and Mobile Backhaul services. Service assurance being the management of in-life issues that impact service. This role is also responsible for the closure of legacy platforms / services / exchanges (includes service migrations). For context, these products generate significant revenues for BT, with the supporting platforms representing c30% of UK internet, all of BT’s private IPVPN and a significant proportion of the Mobile Backhaul connectivity within the UK.
Job Responsibility:
Lead service assurance across key network services (BTnet, Wholesale Ethernet, IP/Ethernet Connect, Optical, Mobile Backhaul), managing in life issues
Define assurance frameworks and align strategy with emerging technologies such as AI
Monitor and optimise KPIs/SLAs, develop new metrics, and use monitoring tools proactively. Drive Root Cause Analysis and long term corrective actions across multiple platforms
Improve Lead to Cash and fault journey processes to optimise customer experience
Provide networks leadership for customer bids and coordinate cross team support
Lead the delivery of price rises across Digital and Networks
Mentor and develop team capability while fostering continuous improvement
Collaborate with cross functional technical, operational, and product teams. Manage stakeholder expectations and communications
Oversee platform and exchange closures, ensuring stability and delivery to plan/budget
Ensure compliance with regulatory/security standards and support business continuity planning
Requirements:
Strong understanding of Services (Ethernet, Dedicated Internet Access, BTnet, IP Connect, Wholesale Mobile Connect, Optical) and their L2C (Buy / Get) and T2R (Fault) journeys
Working knowledge of Ethernet, IP, and VPN technologies
Knowledge of the ITIL framework
Understanding of platforms supporting services (converged core, WMC, Optical, IPP, Access Solutions such as EAD / FTTP)
Knowledge of automated provisioning, SLA compliance, and service-level management systems
Understanding of existing strategies and how they impact service availability, ability to model how changes in network architecture and capacity planning rules impact service availability targets
Ability to diagnose long term recurring issues and implement long-term corrective actions
Skills in analysing service availability, network health, and process performance metrics, developing predictive tools and improving customer experience. Includes employing statistical analysis methods
Understanding of threat detection, encryption, and compliance for secure service delivery
Experience of managing large projects including overall project/programme timescales and budgets (mitigating and adjusting as necessary) and obtaining buy-in from senior management for critical project plans and changes
Finding options to achieve the “Path to Green” (getting back on track!). Assessment of risk and agreement of changes
Ability to explain technical issues to non-technical stakeholders and collaborate with cross-functional teams within Networks, Digital and Business
Quick decision-making during outages or service disruptions
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
25 days annual leave (not including bank holidays), increasing with service
Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
World-class training and development opportunities
Option to join BT Shares Saving schemes
Discounted broadband, mobile and TV packages
Access to 100’s of retail discounts including the BT shop