Senior Technical Delivery Manager - Service Assurance - Fixed Networks in Ipswich

This senior role is accountable for Service Assurance for Ethernet, Direct Internet Access, BTnet, IP Connect, Optical and Mobile Backhaul services. Service assurance being the management of in-life issues that impact service. This role is also responsible for the closure of legacy platforms/services/exchanges (includes service migrations). For context, these products generate significant revenues for BT, with the supporting platforms representing c30% of UK internet, all of BT’s private IPVPN and a significant proportion of the Mobile Backhaul connectivity within the UK.

What you’ll be doing

• Lead service assurance across key network services (BTnet, Wholesale Ethernet, IP/Ethernet Connect, Optical, Mobile Backhaul), managing in life issues.
• Define assurance frameworks and align strategy with emerging technologies such as AI.
• Monitor and optimise KPIs/SLAs, develop new metrics, and use monitoring tools proactively. Drive Root Cause Analysis and long term corrective actions across multiple platforms.
• Improve Lead to Cash and fault journey processes to optimise customer experience.
• Provide networks leadership for customer bids and coordinate cross team support.
• Lead the delivery of price rises across Digital and Networks.
• Mentor and develop team capability while fostering continuous improvement.
• Collaborate with cross functional technical, operational, and product teams. Manage stakeholder expectations and communications.
• Oversee platform and exchange closures, ensuring stability and delivery to plan/budget.
• Ensure compliance with regulatory/security standards and support business continuity planning.

Skills and Experience

• Network Services: Strong understanding of Services (Ethernet, Dedicated Internet Access, BTnet, IP Connect, Wholesale Mobile Connect, Optical) and their L2C (Buy / Get) and T2R (Fault) journeys. Working knowledge of Ethernet, IP, and VPN technologies. Knowledge of the ITIL framework.
• Network Platforms: Understanding of platforms supporting services (converged core, WMC, Optical, IPP, Access Solutions such as EAD / FTTP).
• OSS & BSS Systems: Knowledge of automated provisioning, SLA compliance, and service-level management systems.
• Network Resilience & Service Availability: Understanding of existing strategies and how they impact service availability, ability to model how changes in network architecture and capacity planning rules impact service availability targets.
• Root Cause Analysis: Ability to diagnose long term recurring issues and implement long-term corrective actions.
• Data Analytics: Skills in analysing service availability, network health, and process performance metrics, developing predictive tools and improving customer experience. Includes employing statistical analysis methods.
• Cybersecurity Basics: Understanding of threat detection, encryption, and compliance for secure service delivery.
• Project Management: Experience of managing large projects including overall project/programme timescales and budgets (mitigating and adjusting as necessary) and obtaining buy-in from senior management for critical project plans and changes.
• Risk management and mitigation: Finding options to achieve the “Path to Green” (getting back on track!). Assessment of risk and agreement of changes.
• Communication: Ability to explain technical issues to non-technical stakeholders and collaborate with cross-functional teams within Networks, Digital and Business.
• Problem-Solving Under Pressure: Quick decision-making during outages or service disruptions.

Benefits

• 15% on target bonus
• Company car or £5,500 cash alternative
• Private healthcare for self and family
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies. Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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. 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.