Service Management Advisor 3

Why this job matters

The primary goal of Change Management is to control how, when, and why changes are made to the International Networks, minimizing the risk of unplanned customer impact. Continuous improvement tools and techniques are used to enhance how we work.

We collaborate with Platform, Operational teams, and in-country suppliers to deploy changes that fix faults, increase capacity, and introduce new features, products, and services. We also work with customer-facing teams to ensure impacted customers are notified within agreed SLAs and handle escalations effectively.

What you’ll be doing

• Review supplier planned work notifications to determine if they impact the Core network or individual customers. If Core-related, manually raise a ServiceNow change, ensuring policy compliance, accurate inventory, and technical assessment. If customer-specific, route to the appropriate team.
• Assess BT-raised ServiceNow changes for compliance with Planned Works and Network Activity Policies. Provide impact analysis for service-affecting changes.
• Respond promptly and professionally to escalations and queries, ensuring information is appropriate for the audience and maintains compliance. Check protection schemes and route protections where needed.
• Understand network topology and how it links to critical services (e.g. finance, government).
• Manage daily workflow across queues (Core, Inbox, Pending, German & Netherlands), aiming to keep task volumes within weekly targets.
• Recognize how failed changes can lead to incidents, customer compensation, and brand impact. Ensure data accuracy in changes, especially where it affects customer notifications.
• Identify and support performance and process improvements.
• Create and maintain clear work instructions for personal and team use.
• Actively participate in team meetings and support colleagues when possible.
• Assist Service Professionals with tasks such as CAB reporting, statistics, acting as DOA for E-PWs, and take on coaching feedback constructively.

Skills Required

• ServiceNow & Change Management Expertise
  Proficiency in using ServiceNow to manually create and manage changes, ensuring compliance with internal policies. This includes interpreting technical data, verifying inventory accuracy, and routing changes appropriately based on impact.
• Policy & Compliance Awareness
  Familiarity with BT’s Planned Works Policy and Network Activity Policy is essential to ensure all changes meet regulatory and operational standards. You must be able to apply these consistently when reviewing or raising changes.
• Workflow Prioritization & Task Management
  You’ll need to manage multiple workstreams (Core, Inbox, Pending, etc.) with clear weekly targets. This requires strong organizational skills and the ability to triage tasks efficiently to maintain service levels.
• Professional Stakeholder Engagement
  Responding to queries and escalations from internal teams and external suppliers requires clear, professional communication tailored to the audience. You must balance transparency with compliance
• Customer-Centric ThinkingUnderstanding how technical decisions affect customers and the business helps align operational actions with strategic goals.