Global Network Operations Center Shift Manager

Multiple Positions AvailableBusiness Unit Overview Created in July 2007, BT Operate is at the heart of BT and consists of over 16,000 highly skilled service and technical professionals based in more than 50 countries delivering services in over 170 countries.BT Operate operates the networks, IT Infrastructure, systems and processes that deliver excellent customer experience and will help us achieve BT’s right first time target of 95%.Business Unit Information The Service Assurance customer experience goes from problem identification to resolution and as a unit we make a significant contribution to achieving BT’s right first time target. The Service Assurance unit is responsible for ensuring, as far as possible, fault free operation of customer service, supporting BT infrastructure/applications and making sure that where faults do occur, service is restored quickly and reliably.  These new roles have been created as part of Service Assurance’s exciting strategy to transform the way we do business with the creation of a Converged Service Management Centre in El Segundo which will work alongside a second Converged Service Management Centre at Adastral Park in the UK to deliver exceptional service to BT customers. Equal Employment Opportunity We will make all resourcing decisions in line with our equal opportunities policy.Responsibilities BT Operate is looking for a number of Event Team Managers to work with colleagues in the UK to build a new Service Management Centre in El Segundo and transform the experience for BT’s customers.  The Center is part of a global 24 hour operation and therefore the role holder will be required to work a non-standard working pattern. 12 hour shifts, working evenings, and alternate weekends are required.Looking at the role, you will be responsible for: Leading a team of up to 20 Technicians, taking responsibility for driving network and customer performance improvement in support of achieving BT’s right first time targets.  Delivering excellent customer service at world class cost, through collaborative working with colleagues across the globe. Creating a customer focused organisation that will inspire people to produce extraordinary performance and innovation through continuous improvement. Acts as first level for customer escalations across the range of products. Our ideal candidate will have: Experience of managing a team in an operational environment (ideally in communications and/or IT). Experience of using standard office PC software for word processing, analyzing data, research, sending emails and preparing presentations. Previous experience of working in an ITIL accredited multi-national organization would be  desirable. BS degree or equivalent in a related field is desirable. The ability to use your understanding of the customer to proactively drive improvements in the customer experience is essential. Strong relationship skills with the ability to develop, lead and inspire teams. The ability to identify priorities and manage your resources to meet them taking responsible risks where necessary. Able to understand and speak fluent English so that you are able to explain technical concepts to colleagues around the world and ensure the meaning is understood. Conditions Of Employment Existing authorization to work in the United States is required. The role holder will be required to work a non-standard working pattern. No relocation support available.Who may apply Suitably qualified people (BT people and those on a fixed term/short term contract). BT Managers with an overall assessment of generally satisfactory or better, or Team members with an overall rating of 3 or above. Agency people are not eligible to apply. See Job Description