Why this job matters
We are seeking an experienced IT professional to take on the role of IT Support Process Governance owner. In this critical position, you will be responsible for defining, implementing, and overseeing IT support processes and governance frameworks (Adherence to processes across the world) to ensure the effective delivery of IT services and support across the organization and then look to continuously improve these. You will also be exploring end user adoption and identifying root causes for low adoption, and then identifying ways to improve this adoption through a customer experience lens.
This role can be based out of London or Birmingham, following a hybrid working model of 3 days a week in the office 2 days working remote
What you’ll be doing
* Manage the IT Governance and adoption across Colleague Support globally, report on this and identify ways to improve the %
* Hold stakeholders accountable for their areas of Colleague Support and adoption rates, rank these and help improve these rates.
* Establish and maintain governance frameworks to ensure compliance with internal policies, regulatory requirements, and industry standards globally.
* Collaborate with cross-functional teams to identify areas for process optimisation and automation to enhance the quality and speed of IT support delivery.
* Lead regular reviews and audits of IT support processes and practices to identify gaps, risks, and opportunities for enhancement globally.
* Serve as a liaison between IT support teams and other departments to ensure alignment of processes with business needs and priorities.
You'll have the following skills and experience
* Proven experience in IT service management, with a focus on process governance and adherence
* Knowledge of ITIL (Information Technology Infrastructure Library) or other IT service management frameworks preferred.
* Excellent analytical and problem-solving skills, with the ability to identify root causes of why processes are not being adhered to, is it a system issue, process design issue or behavioural issue
* Effective communication and stakeholder management skills, with the ability to influence and negotiate with colleagues at all levels of the organization.
* Project management experience
* Relevant certifications (e.g., ITIL Practitioner, Six Sigma Green Belt) are a plus.
Benefits
* Annual On target bonus 10% (personal and company multipliers)
* BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
* Life Assurance
* Direct share scheme
* Exclusive colleague discounts on our latest and greatest BT broadband packages
* 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
* My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
* Discounted EE TV including TNT Sport and the NOW Entertainment membership
* Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
* Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
* 25 days annual leave (not including bank holidays), increasing with service
* Volunteering days so you can give back to your local community
* Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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.