Operation Manager

Job Details

Job title

Operation Manager

Reports to (job)

Senior Manager Operations

Business Unit

Business Managed Services

Team

Bespoke Operations

Location

India - Gurugram

Job Dimensions

Management of a Operations team that is responsible for customers with a revenue of over £150 million across the BTInternational.

Hours

Full Time

Direct Reports

50+ FTE

Benefit Band

D

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 commercial, 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 Business services including Fleet Solutions and BT Redcare. We also offer specialist Business services to our Internet of Things customers.

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

This role provides support and managed services to our customers through the use of security, monitoring and load balancing technologies, 24x7x365 days a year.  By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires an innovative, engaging, driven individual who has a proven record of achievement and experience in managing teams who provide complex services to meet customer requirements. 

What I'll be doing – your accountabilities

Skills required for the job

The role will be internally and externally faced; and you will require a high level understanding of the technical services, SASE Product provided by Managed Customer Services to Bespoke/standard  Customers.  You should also have a good awareness of the wider service portfolio available to BT International.

You'll be:

• Delivering service to customers as per our contractual obligations on a product, Service Design or bespoke managed service wrap as agreed.  This includes resolving incidents, service requests, changes and problems to time, cost and quality
• Validating Service Designs and product specifications to confirm Managed Services can deliver the service outcomes in a scalable and robust way to time, cost and quality.
• Working with the relevant Service Delivery and Transition Managers to ensure any winning new business or new Service Designs are delivered right first time.
• Responsible for the Management of the Team, ensuring the engagement of the team is of a high level and that services to customers are provided on a 24x7x365 basis as per appropriate service models.
• 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
• Act as the primary operational interface with key OEM partners (Cisco, Palo Alto, Fortinet, etc.), ensuring alignment between partner commitments and service delivery outcomes.

• Business acumen: knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial

literacy (e.g. business KPIs, business cases)

• Stakeholder management: able to operate and influence at senior levels both internally and externally.

• Effective relationship building: ability to deal with people across a wide range of functions, managing and participating in virtual teams.

• Strong Communication skills: ability to create clear strategic goals and direction with a compelling story, aligning the team whilst motivating/ empowering to deliver.

• Adaptability: flexible to changes in working practices and requirements.

• Leadership: able to drive customer experience by motivating and engaging a team in all areas of people management

• Knowledge of BMS solution offerings, customer IT systems and applications.
• Experience of working across the service lifecycle, supporting and costing bids as a subject matter expert;
• Posess a high level technical knowledge of SASE-Fortinet/ Palo Alto, |CISCO, Meraki technologies |Global Fabric.
• AI adoption strategy, Build and drive the automation roadmap for Network Operations in collaboration with Engineering and Tooling teams.

Connected leaders behaviours

Experience you would be expected to have

• Bold Decision Maker
• Commercial Thinker
• Change Agent

MANDATORY:

• Own and maintain the ITIL process/s
• Subject Matter Expert on security firewalling and policies
• Be responsible for process briefing/training where required
• Monitor & control process performance and compliance within the team
• Own the management and reporting aspects relating to your secure role
• Attend and contribute to various BT Security forums relating to Governance, Risk Review etc.
• A will to learn and a creative mind. Some computer programing or work with Excel Spreadsheets, would be useful, though not essential.

Key decisions

• Contracts/services Accepted into Service
• People/Cultural support framework
• Prioritastion of Workload (demand management)
• Recommender for areas/products supported
• TLR/TLC optimisation

Why this job matters

The Network Engineering Manager manages the delivery of client technical requirements and deploying optimal networking and connectivity solutions that enable clients and the enterprise to achieve their operational and business goals.

What you'll be doing

1. Manages teams in the delivery of daily activities and is accountable for system design, build, testing, validation, maintenance, and ongoing support of all network infrastructure components.
2. Manages and ensures client expectations for data communications connectivity and related products and applications, throughout project lifecycle including functionality, cost, delivery schedule, support readiness and relationships (usually working directly with senior level technical resources, project managers, and business decision makers).
3. Manages a team in the preparation of recommendations and supporting details of formal project proposals for network connectivity and configurations.
4. Manages a team in the installation, testing, and setup of new network hardware both physical and virtual (firewalls, routers, switching, monitoring) hardware and software.
5. Manages projects involving interdisciplinary teams, adhering to policy, regulatory requirements, and standards of best practice.
6. Participates in the development and implementation of policies and procedures and ensures their conformance with information systems goals.
7. Manages the delivery of support for clients with data protection and overarching cloud capabilities.
8. Manages the implementation of core and cloud infrastructure security to manage risks and exposure.
9. Manages the day-to-day operations, administration and support of complex IT & OT networks, wired and wireless local and wide area networks.
10. Leads routine analysis and interpretation of traffic and utilisation of services on network connections.
11. Ensures teams follow the development and documentation of network infrastructure, technology, policy, and procedures.
12. Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment.
13. Implements ways to improve working processes within the area of Network Engineering.

The skills you'll need
Customer Service Continuous Improvement Health & Safety Network Delivery Issue Resolution Network Security Stakeholder Management Network Testing Network Configuration Customer Relationship Management Network Integration Network Implementation Network Design Incident Management Event Planning Talent Management Decision Making Growth Mindset Performance Management Inclusive Leadership Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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