Managed Services Project Lea

**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.

**Why this job matters**

**The Project Lead will support the delivery of products to our customers ensuring orders, dependencies and change requests are managed to meet the customers’ delivery dates.**

**The role holder will be responsible to drive Jeopardy management function/customer contracts with project co-ordinators and manage all simple, standard, complex and exceptional projects and deliveries which are in jeopardy due to internal BT delay, supplier or customer delay and drive lead to cash into business and improve NPS for delivery organisation. The role holder will also be responsible for**:

- **Ensuring correct inventories hence hold basic standards of ITIL practice across the team.**:

- **For running any internal projects that we do on behalf of openreach and interface running the VAC's process ( PM's from openreach ).**:

- **setting up end to end process, OLA, SLA and drive continuous improvements**

**What I’ll be doing - your accountabilities**
- **Driving Jeopardy management capability for managed customers across managed services (MWAN, MSFBT, Managed Install, WS) with the intent to manage jeopardy of any customers in managed services, recover and drive lead to cash into business and improve customer experience.**
- **End to end delivery of complex projects which are in jeopardy, customers who are in risk and escalating, or delay in delivering customer site through the PM's across the end to end delivery life cycle.**
- **Provide technical leadership for end-end project delivery, project recoveries, jeopardy management, migration and escalations for any ongoing delivery to senior leadership or chief exec from customer.**
- **Accountable for all customer interaction, sales, accounts and reporting back with Jeopardy customers and plan to recover on a day to day basis.**
- **Able to interface different part of Internal BT Enterprise, Openreach and VAC and DSO process to recover any customer from jeopardy of delivery.**
- **Drive delivery of supplier metrics and represent supplier forums to drive any failures and gaps and recommend process improvements.**
- **Able to interface and converse at Customer CEO/CTO level during delivery, as well as representing EMS Managed Delivery in customer delivery meetings.**
- **Responsible for optimisation of resource to meet demand and capacity and cost base.**
- **Drive teams and ensure that all required orders and dependencies are in line to ensure delivery will be successful and right first time on the customer agreed date**
- **Design and set processes for Jeopardy Management for each BT Product Family**
- **Drive the team towards the agreed SLA’s and ensure the KPI’s are met**
- **Monitor & control standard complexity projects**
- **Deal with internal specific to project needs.**
- **Follows standard procedures for escalations and implements process improvements to drive positive impact**
- **Stakeholder management - coordinate with Project managers to understand the business needs**

**Leadership accountabilities**
- **Recognised as a role model within their peer group and prepared to challenge**:

- **Demonstrable ownership of transformation activity with clear accountability**:

- **Willing to adapt to a challenging or complex Environment**:

- **Works collaboratively to develop better ways to work together**:

- **Recognised as an SME within and outside of the team**

**The skills you need**
- **Ensuring training plan, system and platform deployment across sites, work delivery plan including off-shore migration and supplier changes**
- **Will price and deliver out of hours cover using least cost delivery methods?**
- **Responsible for Project co-ordinators interfacing with sales/accounts/TDA/CDH/project services/engineers/inventory and billing**
- **Responsible for ensuring the team’s training and development plans support the individuals requirements and the team’s by ensuring there are no single points of failure and there is adequate cover at all times for their activities**
- **Responsible for the creation and maintenance of the team objectives & KPI’s ensure they are**
- **Escalation management and speaking to an account/sales/SRM for complex delivery - providing comp