.our mission is to break down the barriers of today to release the potential of tomorrow.
join us today and release yours.
*please, submit your cv in english.
*you've got opportunities*key responsibilities*:- develop and deliver a world-class customer service management capability to bt security customers via effective service-lead objectives, monitoring and continuous improvement.- provide leadership direction so that we can build and service world class secure platforms for our customers.- leverage personal and collective team knowledge and expertise to provide world class customer service to elevate the bt value proposition.- expand and grow service capabilities to support business growth needs.- accountable for the on-time, on-cost and on-quality execution of all bt security customer service and support teams.- plan, specify and maintain the product and/or projects in line with strategic plan/roadmap ensuring benefits align, eol and eos activities are planned and controlled.- lead the customer interaction and customer relationship (including escalation management across the customer service function.- drive continuous improvement and transformational activities to improve the unit's agility and reduce cost- govern the onboarding of new customers into the operational and technical teams and new capabilities/products to support.- ensure that operational and technical teams are appropriately resourced to meet demand, contractual terms and deliver great customer service.
*key skills*:- be a self-motivated leader with a passion for achieving customer and business needs.- be able to lead and work as part of a team to deliver to customer requirements.- have substantial experience directly dealing with international customers and cultures in a business context.- have strong communications skills combined with experience of leading teams of multiple people and managing relationships with customers and suppliers.- be commercially aware, including direct experience of negotiating service contracts, and understanding revenue models and business level-risk.- have an enquiring mind, thirst for knowledge and willingness to learn.- be able to work at the strategic and 'big picture' level.- possess a recognised formal qualification in service management (i.e.
itil).- have a customer success mindset.
establish customer needs, uses operational and technical expertise to deliver brilliant experiences.- possess industry and sector knowledge, have a broad knowledge of risks in security market and industry best practice*knowledge*:- have project-lifecycle experience including the practical and effective use of formal programme and risk management tools and methodologies.- an understanding and appreciation of the devsecops process.- be able to bring in insights from the marketplace / adjacent industries to the table.- have experience of delivering large scale transformational business change through technology