Business Analysis - Gurgaon, India - BT Group

BT Group

Verified Company

Gurgaon, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Business Analysis - Chapter Lead

Job Req ID:18180
Posting Date:27 Jun 2023
Function:Business Services & Operations
Location:Candor TechSpace, Tikri, Secto, Gurugram, India
Salary:Competitive
Why this job matters

The Service Management Manager manages a team to implement Service Management programmes and strategy, driving excellence and ensuring that customers thrive.

What you'll be doing

Coordinates the upkeep of a customer-centric focus across a team, driving high levels of customer satisfaction.
Ensures service management performance consistently delivering outcomes and the customers receive the contracted service and support, driving ever improving KPIs, ensuring compliance.
Manages delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives
Ensures processes aligned with the group including change management, service governance and assurance, risk and data management.
Monitors commercial and operational aspects of bids on managed service opportunities from new and existing customers, contributing to potential ideas for service and ensuring that the customer service expectations can be met.
Ensures service management teams deliver on consistency with security and compliance policies and procedures within service/solution operation scope.
Ensures best practice processes driving high customer satisfaction and technical outcomes, ensures the key functional processes are well defined and clearly understood by the team.
Manages data and reporting of KPI's and trends, with recommendations for improvement, to ensure the service is suitably managed and optimised.
Coordinates the implementation of automations delivering on opportunities for enhancement, reviewing and assessing the technology needs of the function to ensure that it is fit for purpose, is kept up to date and used to support the agreed deliverables.
Champions, continuously develops and shares with team knowledge and industry best practices on emerging trends and changes in service operations.
Implements ways to improve working processes within the area of service management, such as first-time fix rates through better process, technology and management.
Acts as the BT representative and expert for internal and external audits.

The skills you'll need

Customer Success

IT Service Delivery
Regulatory Compliance
Communication
Continuous Improvement
Problem Solving
Service Level Agreement Management
Risk Management
Quality
Commercial Acumen
Strategic Planning
Technology Governance
KPI/Metric Monitoring
Incident Management
Issue Escalation

Our leadership standards

Looking in:

Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future
I build diverse future-ready teams where all individuals can be at their best.