Duty Manager Specialist

You will oversee a team of service desk agents, technical experts, and incident management specialists, ensuring they are ready to respond quickly and effectively to major incidents. Your leadership will help minimise disruptions and maintain service standards across the organisation’s UK network. Success in this role requires technical expertise, strong leadership, and clear communication skills to manage and resolve incidents in a fast-paced environment.

What you’ll be doing

Leadership and Major Incident Management:

• Escalation lead on all Major Incident Customer Bridge calls 24×7, orchestrating engagement with third-line technical specialists and suppliers to restore Mission Critical and Life and Death Services.

• Participate in 24×7 response efforts on Business Managed Services (BMS) TARG and BT Group Critical incidents.

• Matrix manage multiple service desks OOH ensuring agents are monitoring alarms, responding to incoming tickets and reacting to customer calls/mails.

• Know when to escalate both internally and externally by making judgement calls on progress and severity of the incident.

Stakeholder Management and Communication Strategy:

• Ensure clear communication channels and timely updates during major incidents to both customers and internal stakeholders. Maintain a communication strategy tailored to different stakeholder groups, including customers, internal teams, and senior management.

• Responsible for customer communications during Major Incidents, ensuring transparency and alignment with organisational objectives.

This role will require the ability to obtain Security Clearance as well as NPPV2 and NPPV3 due to the secure nature of a significant proportion of the customer base. A minimum of 5 years residency in the UK is a prerequisite., * Major Incident Management: Proven track record of effectively managing major incidents, including coordination, resolution, and post-incident analysis. Familiarity with ITIL framework and best practices.

• Technical Proficiency: Strong technical background in IT systems, networks, and infrastructure to understand and aid troubleshoot complex issues during incidents.

• Leadership Skills: An ability to lead and motivate a team during high-pressure situations, ensuring efficient incident response and resolution.

• Stakeholder Management: Experience in managing relationships with various stakeholders, including customers, technical teams, 3rd parties and senior management, to facilitate effective communication and collaboration during incidents.

• Problem-Solving Abilities: Exceptional problem-solving skills to quickly diagnose issues, identify root causes, and implement solutions to mitigate impact during incidents.

• Competitive salary

• BT Pension scheme with a minimum 5% employee contribution and 10% BT contribution

• Direct share scheme

• Exclusive discounts on BT broadband packages

• 50% off EE mobile plans and SIM-only plans, plus 50% discount for friends and family

• Support for working parents, including paid maternity, adoptive, and paternity leave

• Option to join the Healthcare Cash Plan and other benefits like dental insurance and gym membership

• 25 days annual leave (plus bank holidays), increasing with service, with an option to buy extra holiday

• Volunteering days to support your local community