Operations Manager - VMO2 Contract

BT Plc.

Operations Manager - VMO2 Contract

Salary Not Specified

BT Plc., Blythswood New Town, Glasgow City

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 4 Jul | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 415347261b1a4c90aa2adfeca49d8356

Full Job Description

Our VM02 Operational Manager is responsible for the service delivery of the VM02 contract and leads a team of 15 people to resolve complex client issues, partnering closely and cross functionally to resolve customers issues. Identifying and mitigating risks, ensuring the delivery of excellent service outcomes to our customers.

You'll manage and lead either directly or via matrix, a team that are key to delivering against the contractual SLAs and KPIs of the VM02 contract. This role is expected to have high levels of engagement with key stakeholders to drive improvements in customer experience, maintain high levels of service availability and reduce errors/incidences within the environment.

What you'll be doing

  • Ensure delivery of the VMO2 contract, enabling the specific customer to meet their objectives and delivery targets working along side the delivery lead

  • Work with Customer leads and other key stakeholders to create an industry leading customer experience for MNO customers.

  • Lead the agenda for continuous improvement and create a cultural shift in how we execute change in the operations using RAPID.

  • Lead, coach and performance manage teams through demonstrating strong leadership behaviours to create a highly engaged workforce and high-performance culture

  • Lead the team to provide 2nd line incident, service request and change to SLA outcomes and when unable to resolve direct, be the point of escalation for the team and communication back into the regional Lead

  • Manage the 'problem/incidents' and track actions and activities to confirm that underlying errors within the environment are resolved preventing service impact.

    Strategic ability to set direction, motivate and inspire a large diverse operational team under a shared vision.

  • Strong stakeholder and relationship management skills to work across pan Business as well as BT Group

  • Role model for connected leaders and the BT values to create the right culture and engagement.

  • Delivering Change: Transformational leadership skills including the ability to engage, motivate and lead through large scale organizational change.

  • Ability to lead large teams, manage operational performance and comfortable with maintaining a detailed focus on operational metrics.

  • Proven ability to execute deployment plans under difficult circumstances; manage and resolve conflicting priorities & stakeholder concerns; challenge constructively whilst maintaining relationships; resilient.

  • Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences in a story telling way.

  • Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases, P&L accountability)


  • Experience you'll have

    Must haves
  • High level of understanding of end-to-end service principles and/or associated processes

  • Proven track record in managing internal and external relationships at an executive level

  • Ability to work autonomously and independently


  • Nice to haves
  • An in-depth knowledge of wholesale mobile products and mobile services

  • In depth knowledge of customer support systems and processes relating to the specific customer domain

  • Extensive knowledge of appropriate commercial, financial and billing processes relating to contracts owned

    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?

    Read more about what it's like to work at BT.

    Why BT Business

    We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organizations right through to small businesses and new start-ups. We cover both the communications and IT services markets.

    Overall, we're focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organizations in the Republic of Ireland., With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

    We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

    We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

    As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

  • On target Bonus

  • 10% pension contribution

  • Professional development and paid for industry certifications/qualifications.

  • Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.

  • Well-being support for you and your family

  • 3 days paid volunteering a year.

  • Flexible and smart working (subject to business needs)