Service Performance Professional

3 weeks ago

Kolkata, India BT Group Full time

Service Performance Professional

**Job Req ID**:12431**Posting Date**:08-Mar-2023**Function**:Service**Location**:Block EP,Plot 1, Kolkata, India**Salary**:within range**Recruiter: Aparajita**

**Hiring Manager: Viplove Tiwari**

**Career Grade: E**

**Internal Closing Date: 20th March 2023**

**Bespoke Service Performance Professional**

**Why BT?**

**We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.**

**Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.**

**Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation, and competition we face are tougher than ever before. So, if you have the drive, optimism, and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.**

**Why Business Unit/Function**

**We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall, we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.**

**Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.**

**Why this job matters**

**This role is responsible for the complex and technical EMS data, including customer systems and providing support of the infrastructure, which allows the Service Performance Team to provide Reporting, Insight and SLM services to all Enterprise Managed Service, Enterprise and their customers. Critical to reporting and mitigating all external Service Level Agreements in accordance with agreed service level targets whilst providing EMS with required business insights to make informed decisions.**

**In addition to this the role holder will also require in depth business knowledge to design, develop and maintain bespoke SharePoint solutions across EMS. These solutions should offer business benefit, whilst also aiming to create collaborative working across large areas of the business.**

**They will need to adhere to tight timescales along with managing project plans for service improvements. Where these improvements are required, the role holder will use continuous improvement methodologies used to identify and manage changes to the service, through automation or reducing wastage. These savings need to be recorded and saved to provide analysis back to management demonstrating the business benefits.**

**What I’ll be doing - your accountabilities Skills required for the job**

**MUST HAVE SKILLS ARE**:

Excel - Expert
VBA / SharePoint / Power Platform - Expert
- **Responsible for the design, creation, and delivery of contractual customer reporting for multiple contracts within strict deadlines**
- **To produce procedural documentation and Local Work Instructions within the team, ensuring these are reviewed periodically, and managed under change control**
- **Ensuring where possible a standard approach to work is reached, through the use of template reporting along with a bespoke offering to our customers**
- **Identify and lead on reporting and process improvements, using continuous improvement methodologies to optimize and automate reporting, contributing to the team’s key performance indicator targets**
- **Engage with stakeholders to accurately cost new work into the team, ensuring that all requirements are properly assessed and can be delivered to the customer**
- **Takes a proactive approach to their own technical learning understanding and develop

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