Service Management Specialist

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**Service Management Specialist**

Location: Mexico City

**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 are now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we are 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 are interested in the power of potential, why not join us today and release yours?

**About the role**:
This role is a vital part of the management team for BT's broader Global organisation.

This role leads Global's Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience.

Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office, and the customer. Responsibility for maximising the value derived from the services.

**You’ll have the following responsibilities**:

- **To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.**
- **Proactively identifies opportunities for improvement and transformation across the account(s) to maximise value and customer experience**
- **Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations**
- **Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict.**
- **Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team.**
- **Providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives**
- **Oversight for the end-end operational performance and be accountable for the SLA, maximising opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence**
- **Executes the Service Strategy with Customer Operational Lead (COL) for their customer (s), through a deep understanding of the Customer(s) market, identifying emerging trends and priorities**
- **Ensure ITIL governance best practice is adopted across the customer contracts**:

- **Be prepared to frequently visit customer on their premises locally or internationally**

**You’ll have the following skills and experience**:

- Bachelor’s degree or equivalent in relevant field - Mandatory
- Experience in meeting the customers’ needs in line with the business requirements - Mandatory
- Experience with development of solution processes - Mandatory
- Microsoft Excel & PowerPoint - Mandatory
- Time and priority management - Mandatory
- ITIL knowledge - Mandatory
- Fluent English - Mandatory
- 7+ years of relevant experience working with customer facing role - Preferred
- Experience in mentoring, coaching and training a team - Preferred
- Deep understanding of Service Management best practices frameworks such as ITIL - Preferred
- Experience in telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.) - Preferred
- Experience with project management methodology and techniques - Preferred
- Experience on customer satisfaction methodologies - Preferred
- Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc - Preferred
- Agile framework familiarity - Preferred
- Data Analytics tools - Preferred

**Benefits**

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

This opportunity is eligible for an annual bonus, a competitive base salary, comprehensive benefits and a generous vacation package.

**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.