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Service Enablement Specialist - PMO Lead

Posted: 19 Jan 2022 Closes: 30 Jan 2022
Birmingham, United Kingdom Competitive with great benefits
Permanent & Full-time 1855976968

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Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we've got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you're welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team's deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you'll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Service management across BT is in the middle of a huge change programme, which will transform how we work and the service we provide to our customers. To do this we're uplifting systems and processes and standardising our service management practices - at the core of this is delivering a single Service Management platform based on the market leading ServiceNow technology. We are looking for a PMO Lead to provide operational governance across the programme, supporting the leadership team and sponsors, and supported by the benefits lead and wider team structure. This role is critical to making the programme a success as it provides the control tower function for the individual value and product streams below.

You'll have the following responsibilities

This role is central and key to the success of the Operational Excellence Tribe, which is supporting Digital, Networks and CFU operational teams with their transformation. The tribe consists of 8 squads covering:
  • Service Mgt IT (ServiceNow): Best in Class Service Management tooling (ITIL). Functional rationalisation of capabilities and processes to optimise spend. Key enabler to ITIL standardisation.
  • Service Assurance: Full E2E service monitoring coverage. Functional rationalisation of service monitoring capabilities to optimise spend.
  • Resource Assurance: Network and IT monitoringwithpredictive alerting to assure components in the most cost effective and customer centric way. Functional rationalisation of resource monitoring capabilities to optimise spend.
  • Service Models and CMDB (Configuration Management Database): Maps the services our customer have and the components on which they run. Allowing us to provide clarity on service impacts from incident and change.
  • Service Automation: Simplification and automation of our existing service processes whilst adopting an 'automate first' approach to new demand.
  • Service Practices: Re-imagine future ITIL processes, design 5 Centres of Excellence and inform IT Transformation to underpin service and cost targets. Will deliver through e2e programmes and demand.
  • Diagnostics: First time fix of faults - automated or determining next best action - reduce repeats in customers' eyes, multiple teams triaging faults and reduce fault resolution cycle times.
  • Service Data: Develop insight from service data sources across customer journeys, ITIL and platform performance + KPIs/Reporting. Will enable AI Service Operations.
As the PMO lead, you'll plan, track and manage the portfolio of work within the Operational Excellence (OE) programme to ensure successful delivery of our internal and externally facing commitments.

You'll be ensuring value and product stream requests and deliveries are effectively tracked, that costs and resources are targeted to deliver the best return on investment for the business, and that best practice delivery methods are implemented across our programme.

You will have responsibility for orchestrating (with the Product Owners and deliver squads) the timely delivery of our commitments and the programme methodology including risk and issue reporting for all projects. This role requires strong stakeholder management skills, ability to prioritise and to provide a strategic view, a keen eye to improve processes and extensive knowledge or project/programme management and best practices.

You'll have the following skills & experience
  • Proven project management and/or PMO management experience.
  • Experience managing a diverse workforce.
  • Proven ability to simplify reporting of complex programmes to support rapid decision making.
  • Excellent communicator at all levels of the organisation and internal/external stakeholders (both business and technical audiences) - especially important for presenting complex issues in a simple way and securing support to technical proposals/solutions; and for influencing stakeholder decision-marking.
  • People leader that coaches for delivering business value and shares knowledge and thought leadership to advance the team's thinking, guide decisions and provide strategic level recommendations on high profile service solutions.

  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% Bonus
  • Option to join the Healthcare Cash Plan
  • Pension scheme
  • Shares Plan
  • Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.
  • Discounted BT products

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're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're 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're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
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