Why this job matters

BT Group’s future will be defined by ability of BT Digital to rapidly bring compelling, innovative ideas to market, partnering with our customers and suppliers to deliver innovative, adaptable solutions, delivered over best-in-class digital platforms.
Digital’s role is to drive all elements of that equation, from digital innovation through platform delivery and product development, and to do so with absolute focus on our customers. Whether it’s creating services like connected care solutions that help you track your loved ones’ wellbeing, or security apps that guard against cyber-attacks, Digital is about leading BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.

The role holder will bring together our strategy led by data and a passion for customer experience into a coherent set of goals, insights and plans in line with the company’s differentiated customer experience strategy and address major risks to service. This means examining existing processes, tools and team infrastructures to understand how we can create a model that has a standard approach to problem & incident management, change, ITIL and identifying and developing opportunities to enhance efficiency, productivity, and growth through the use of AI.

What you’ll be doing

• Own and deliver analysis and strategic investment choices that underpin Service management’s strategic transformation

• Accountable for assessment of requirements within BT Business

• Discuss and agree on relevant architectural framework and identify optimum design pattern to deliver scalable, reusable system components with limited customization.

• Decision Making - Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision.

• Strong focus on business case, risk management, benefit realisation and relevant dependencies with strong ability to unblock blockers to ensure on time delivery

• Proactively monitor project progress, identify deviations, and take corrective actions to keep projects on track and keep stakeholders updated

• Develop and foster excellent relationships with key internal/ external customers and suppliers as appropriate for on-going program deliverables

• Lead the platform design team, overseeing the work of other designers.
• Responsible for the overall BT Business platform governance, ensuring alignment and coordination across various deliveries from different federated delivery teams across value streams.

The skills you’ll need

• Technology: ServiceNow CMDB data model , GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management , TMF compliant Servicenow integration framework, Licensing model

• Solution Architecture - Develops solutions which fit within the enterprise architecture in terms of information architecture, system portfolios and integration requirements.

• Problem Solving: The ability to identify, investigate and resolve problems through gathering the necessary information, formulating and verifying hypothesis, determining the root cause(s) and selecting and implementing the appropriate solution.

• Be agile - Lead collaborative ways of working and continuous improvement. Encourage their adoption where necessary to deliver the best results for the customer.

• Project/Programme Management - Handles a project or portfolio of projects as they progress through the typical stages of the project lifecycle including initiation, planning, execution and closure.
• Communication Ability: Able to express ideas, explanations or opinions in a way that is appropriate to the situation, understandable to audience and demonstrating a constructive, assured and non-confrontational manner. Able to put forward cogent and structured argument to gain buy-in and influence decisions, maintaining composure in doing so.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation. Building for the future
I build diverse future-ready teams where all individuals can be at their best.