BT Group Looking for Senior Manager, Global IT Support at Bengaluru, Karnataka, India Full Time

As the Senior Manager of Global IT Support your role is key to ensuring Digital Workplace achieve its strategic objectives and delivers world class service to all customers with a focus on automation and cost reduction.

You will be responsible for leading the Global IT Support teams, ensuring we maintain and enhance our IT infastructure but also deliver world class service through seamless operations, timely issue resolution and strategic allignment of IT support with the overall business objectives.

What You’ll Be Doing – Your Accountabilities

Accountable for real time IT operations & Support across Non-UK Regions (AMEA/ India/ Europe/ Americas), world class customer experience of a substantial service and/or platform. This includes full accountability for end-user user support.

Accountability of teams delivering IT services, in terms of user support and maintenance, IT infrastructure (hardware and software) management, End User Technology management (including specific support for local devices), that may be based in a single country or across a wider geographical area.

Accountable for supporting critical Infrastructure for BT’s Internal use (outside UK)

Accountable for KPI / SLA & NPS – Countries outside UK.

Leverages the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role, playing a key part in the BT wide professional communities.

Responsible for understanding and alligining IT services with the Digital Workplace objectives

Managing your own budget for your operation and looking for ways to bring about efficiencies (e.g. reduce cost through automation)

Accountable for identifying both transformational and operational opportunities for improvement across the business and developing mechanisms to track the value and benefits delivered.

Provide a clear picture of performance and tracking to Senior Stakeholders

Driving efficiencies by focusing on continuous Improvement

The Skills You’ll Need To Succeed

Advanced Communication Skills – Senior business stakeholder management

Critical Thinking/Problem Solving Skills

Adaptability to constant change and evolution

Will be seen as the expert with regard to IT Infrastructure & End User support.

Understanding what matters to BT Colleagues and to our business

Understanding Global IT Trends

Experience you’d be expected to have

• Proven track record of successfully leading multiple IT Support teams.
• Experience – Global Support Management (desirable)
• Experience in Service management framework – ITIL (Information Technology infrastructure Library)
• Experience in managing device technologies
• Experience in managing Global IT Trends
• Experience in managing a budget
• Experience in IT Risk Management and best practices (desirable)
• Responsible for managing and developing the IT Support & Service Framework and to initiate and govern IT Programs/Projects ensuring time, budget and quality objectives will be defined and achieved
• Responsible for driving continuous service improvement
• Ensure IT Audit risk is managed, aligned with BT Security, and Regional regulatory compliance

About Us

We have always been an organisation with purpose; we connect for good. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart, we are a technology company with research and innovation in our bones, and a desire to be personal, simple, and brilliant for our customers – the values we live by. 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 secure, to delivering large scale innovative 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 will offer unrivalled personal development, a wealth of opportunities to learn, experience new things, and pursue new careers. If that is you, and what you’re looking for.

We’d love you to be part of our future.

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.

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.