Service Operations Manager

Recruiter: Trevor Newman

Career Grade: D

Internal Closing Date: 29.06.26

About the role

As a valued member of the E2E UK Voice Services team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer and platform issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers.  

What you’ll be doing

• Lead, manage and develop a 24x7 Network Service Operations team supporting the One Cloud Cisco platform, ensuring consistent, high‑quality service delivery across all shifts. 
• Own end‑to‑end service performance for the One Cloud Cisco estate, including incident management, major incident leadership, problem management, change assurance, and service improvement. 
• Ensure customer impacting incidents are managed proactively and reactively within agreed SLAs, driving effective triage, escalation, and resolution across internal BT teams, vendors, and partners. 
• Act as the operational authority for the platform during live service events, making timely decisions to protect customer experience and service stability. 
• Own and continuously improve operational processes, runbooks, and diagnostics to reduce failure demand, improve MTTR, and increase first‑time fix. 
• Lead operational readiness and service assurance for new capabilities, upgrades, and changes introduced onto the One Cloud Cisco platform. 
• Drive strong collaboration with Product, Engineering, Architecture, Security, and Change teams to ensure operational requirements are embedded into platform design and delivery. 
• Maintain governance, compliance, and audit readiness in line with BT policies, regulatory obligations, and security standards. 
• Champion a culture of continuous improvement, learning, and ownership within the team, aligned to BT values and behaviours. 

Essential Skills / Experience

• Strong leadership capability with experience running a 24x7 operational support model for a critical customer‑facing platform. 
• Deep operational understanding of Cisco UC / UCaaS / CCaaS platforms  
• Proven incident and service management expertise, including Major Incident leadership, problem management, and change assurance. 
• Ability to analyse complex technical and service issues, connect symptoms to root cause, and drive effective resolution. 
• Strong stakeholder management skills, with the ability to engage confidently with senior internal stakeholders, vendors, and customers. 
• Experience driving service improvement through data‑led insight, automation, and process optimisation. 
• Comfortable operating in high‑pressure, live‑service environments where rapid and balanced decision making is critical. 
• Clear written and verbal communication skills, including the ability to produce customer‑facing summaries, RCAs, and executive updates. 

Desirable Skills / Experience

• Proven experience managing operational service teams supporting complex network, voice, or cloud platforms. 
• Strong background in Network or Service Operations, including incident, problem, and change management. 
• Hands‑on experience supporting Cisco unified communications or cloud voice platforms in a live service environment. 
• Experience working closely with vendors and third‑party suppliers to resolve platform and service issues. 
• Demonstrated experience contributing to or leading continuous improvement initiatives within an operational team. 
• Experience operating within regulated or security‑sensitive environments is desirable. 

Our Package

    • Annual On target bonus 10% (personal and company multipliers)
    • BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
    • Life Assurance
    • Direct share scheme
    • Exclusive colleague discounts on our latest and greatest BT broadband packages
    • 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
    • My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
    • Discounted EE TV including TNT Sport and the NOW Entertainment membership
    • Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
    • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
    • 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
    • equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
    • Volunteering days so you can give back to your local community
    • Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.