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- Tasks: Support Service Management functions and improve processes for Devon and Cornwall Police ICT Contract.
- Company: Join BT, a brand connecting millions through entertainment, education, and empowerment.
- Benefits: Enjoy flexible working, 22 days annual leave, and a range of competitive perks.
- Why this job: Be part of an inclusive culture focused on collaboration and personal development.
- Qualifications: Experience in ITIL environments and strong communication skills are essential.
- Other info: Hybrid work model: 3 days in Exeter, 2 days remote.
The predicted salary is between 36000 - 60000 £ per year.
Service Management Analyst
Posting Date: 21 Feb 2025
Function: Service
Unit: Business
Location: Exeter (R620), Exeter, United Kingdom
Salary: Competitive Salary + Benefits
Hiring Manager: Paul Wilson
Internal Closing Date: 05/03/25
The role of the Service Management Support sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.
The purpose of the Service Management Support role is to provide support to other processes that sit within the team. This role will support Service Management functions including Change and Configuration, Service Transition, Reporting, Supplier & Call Management and Knowledge.
This role can be based in Exeter. Hybrid (based on client site 3 days & 2 days remote) Mon-Fri 9am-5pm. Must be UK resident for 5+ years in order to obtain SC NVPP3 clearance.
What you’ll be doing
- Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
- Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
- Recommending and working with all Service aspects to help implement improvements to the process.
- Participation with any new business coming into the team.
- Be cleared to the required security level to ensure compliance to contractual and governance requirements.
- The ability to interact successfully at all levels of the internal and customer organisations.
- Excellent communication and negotiation skills
- Strong ability to persuade and influence client and stakeholder relationships.
- Self-starter capable of working off own initiative.
- Highly customer focused with excellent interpersonal, influencing and communication skills.
What we’d like to see on your CV
- Proven track record of working collaboratively to develop better ways to work together.
- Thorough understanding of customer/contract or programme and knowledge of BT products
- Knowledge and experience of ISO20:000 2018 Standards, working in an ITIL conformant organisation.
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
- 22 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
- Access to 100’s of retail discounts including the BT shop
Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
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Service Management Analyst employer: BT Group
Contact Detail:
BT Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Analyst
✨Tip Number 1
Familiarize yourself with the ISO 20000:2018 standards and ITIL practices. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to service management excellence.
✨Tip Number 2
Highlight your experience in collaborative environments. Be ready to share specific examples of how you've worked with teams to improve processes or resolve issues, as this role emphasizes teamwork and communication.
✨Tip Number 3
Prepare to discuss your customer-focused approach. Think of instances where you've successfully influenced client relationships or improved customer satisfaction, as these skills are crucial for this position.
✨Tip Number 4
Research the Devon and Cornwall Police Managed ICT Contract. Understanding the specifics of the contract and its challenges can give you an edge in discussions and show your genuine interest in the role.
We think you need these skills to ace Service Management Analyst
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Service Management Analyst position. Make sure you understand the key responsibilities and required skills, such as knowledge of ISO20:000 2018 Standards and ITIL practices.
Tailor Your CV: Customize your CV to highlight your relevant experience and skills that align with the job requirements. Emphasize your proven track record of collaboration and customer focus, as well as any specific experience with BT products or similar environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention how your background and skills make you a great fit for the Service Management team and how you can contribute to improving processes.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at BT Group
✨Understand the Service Management Landscape
Familiarize yourself with the key concepts of Service Management, especially in relation to ITIL and ISO20:000 standards. Being able to discuss these frameworks will demonstrate your knowledge and readiness for the role.
✨Showcase Your Communication Skills
Prepare examples that highlight your excellent communication and negotiation skills. Be ready to discuss how you've successfully influenced client and stakeholder relationships in previous roles.
✨Demonstrate a Customer-Focused Mindset
Think of specific instances where you prioritized customer needs and improved service delivery. This will show your potential employer that you are highly customer-focused, which is crucial for this position.
✨Be Prepared for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Practice articulating how you would handle incidents or recommend process improvements within a Service Management context.
