Service Performance Professional

**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.

**Job Description: Service Performance Professional**

Why this role matters

You will be a crucial team member in a core reporting team of performance driven data experts who can do excellent data storytelling from various systems and sources. Subsequently, be able to represent significant intelligence which underpins the business in taking key strategic decisions into the Managed Customers and Services ecosystem.

What you'll be doing
- Be responsible for on-time delivery of dashboards and reports that provide the business insights of customer operations, performance trends
- Combine data from various sources like Legacy Systems, Databases or Google Cloud Platform to generate analytics for the business
- Effective data visualisation using advanced tools like Tableau / QlikView
- Develop automation solutions to improve process efficiencies; Address root causes of problems with code based (VBA / JavaScript / Python) / no code tools (SharePoint / Power Platform)
- Display ownership of stakeholder requirements, end-to-end deliveries by involving stakeholder
- Excellent communication and presentation skills to support storytelling
- Manage the workload of multiple concurrent pieces of reporting and analysis work to ensure correct priorities and timelines
- Responsible for adhering to rigorous quality and integrity checks to ensure all analytical output is of the highest standard

We'll also need to see these on your CV
- Proven collaborator: Can work in a complex multi-stakeholder and matrix environment
- Stakeholder management: Strong engagement and communication skills with stakeholders across BT Enterprise
- Problem Solving: Must be able to own and solve any roadblocks related to allocated delivery

Experience you would be expected to have
- Overall experience of 5 years with relevant experience of at least 2-3 years MIS or Reporting Solutions
- High standard of written and spoken English
- Able to build and sustain inter-personal relationships based on honesty, trust and good communications
- Able to deliver positive customer experience
- Fair understanding of matrix organisation with line and dotted line management arrangement
- Able to turn complex data into simple and understandable form
- Able to work in SLA driven environment
- Sound understanding of code based / no code tools; Expertise in at least one BI tool; Understanding of databases and Google Cloud Platform
- Storytelling with data

Preferred:
ITIL v4 Foundation / Agile Foundation

We're looking for people who'll help us fulfil our future ambitions.

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We're the world's most established telecoms company. We employ over 100,000 people in over 180 countries.

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**Who is the BT Group**
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..