• 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
• Recognized as an SME within and outside of the team

Requirements

• To be fully conversant with the Tools & Processes for MSfBT
• Experienced/Certified in ITIL V3.
• Proven track record of working collaboratively to develop better ways to work together
• Thorough understanding of customer/contract or programme and knowledge of BT products
• Knowledge and experience of ISO20k and ISO27001 standards, working in an ITIL conformant organisation
• Should be eligible to apply into a new role as per India process guidelines
• Stakeholder management
• Understanding of CI practices and tool sets.
• Connected Leaders / Leadership behaviours to be able to coach and lead the team.

Benefits