Service Strategy Architect

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.

**About this role**
- Catalogue Build - Defines and builds the service catalogue and the configuration options;
- Designs, governs and optimises the Global service operating model to deliver the target customer experience and service reliability, whilst operating efficienctly, with agility and flexibility;
- Works with Global operations to understand their current service operating environment to drive improvements;
- Liaise with BAU stakeholders and portfolio development to support delivering efficiencies unlocked by the MSP squad that need to be delivered in the BAU;
- Monitors and identifies opportunities to optimise experiences across a variety of products and services;
- Provides expertise to design and deliver digital experiences for the Operate catalogue;
- Participate in and contribute to BT wide professional community activities where applicable, e.g. knowledge sharing, best practice within BT and external industry.

**You'll have the following responsibilities**
- Requires an in-depth understanding of how ITSM contributes to the objectives of the business, backed by a very good working knowledge of service reliability and sustainability concepts;
- Deep understanding and ability to anticipate (internal and external) customer needs, investigates the underlying causes and identifies short and long term solutions based on outcomes;
- Anticipates patterns and links, looking beyond the immediate problem to the wider implications;
- Generates new and innovative solutions to complex problems that meet customer experience expectations, deliver service reliability and meet value cost productivity and efficiency goals;
- Explains and presents highly complex ideas, anticipates potential objections, prepares communications accordingly; and
- Applies knowledge and skills to handling complex problems and/or co-ordinating work which may extend beyond own area of expertise

**You'll have the following skills & experience**

The experience that you will need in this role is:

- [mandatory] relevant, contemporary and industry recognised qualifications (e.g. ITILv3, ITI4, scrum or agile certifications);
- [mandatory] leading engagements with senior teams for resolving business wide issues affecting specific organisation/process/system areas that provide the best result for our organisatoin as a whole;
- [mandatory] leading team strategic planning activities and refinement of work backlogs;
- [preferred] working as part of an Agile base team, squad or tribe;
- [preferred] relationships with industry at appropriate key influencing level, building creditability both internally and externally.

Connected Leaders behaviours most relevant to the job:

- Bold decision maker;
- Change agent; and
- Collaborative Partner.

Key accountabilities and decision making:

- Works under broad direction;
- Has defined authority and responsibility for a significant area of work, including architectural, financial and quality aspects;
- Establishes functional objectives and delegates assignments; and
- Sets direction and action to be taken by self and members of programme teams or squads.

**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**

...