Job Information
BT IT Support Relationship Manager in London, United Kingdom
IT Support Relationship Manager
Job Req ID: 35748
Posting Date: 3 Jul 2024
Function: Business Services & Operations
Unit: Digital
Location:
1 Braham Street, London, United Kingdom
Salary: Competitive with great benefits
Why this job matters
We are looking for an experienced IT Support Manager to lead our relationship management-focused IT support team. This role will be responsible for overseeing the day-to-day relationship management of the entire BT Group, with dedicated direct reports managing each pillar (Openreach, Consumer and the rest of BT Group) of the IT support department, ensuring that our colleagues receive prompt and effective technical support across their organisations in a quick and efficient way to enable efficient relationship management across the organization
This role can be based out of London or Birmingham, following a hybrid working model of 3 days a week in the office 2 days working remote
What you’ll be doing
Lead, mentor, and support a team of IT support specialists, fostering a collaborative and customer focused work environment.
Develop and implement strategies to optimize IT support processes and enhance the overall efficiency of relationship management operations.
Establish and monitor service level agreements (SLAs) to ensure timely resolution of colleague inquiries and technical issues.
Coordinate with internal stakeholders to prioritize IT projects and initiatives that align with relationship management objectives.
Collaborate with cross-functional teams to identify and implement improvements to CRM systems and related IT infrastructure.
Conduct regular performance evaluations and provide constructive feedback to team members, facilitating their professional growth and development.
Manage vendor relationships and contracts for IT support services and software solutions.
Stay abreast of emerging technologies and industry trends to continuously improve IT support services and enhance colleague satisfaction.
Prepare and present regular reports on IT support metrics, including ticket volumes, resolution times, and customer satisfaction scores.
Ensure compliance with IT policies, procedures, and security standards.
You'll have the following skills and experience
Proven experience in a IT support supervisory or managerial role
Stakeholder management – To Directors and occasionally Managing Director level. Can position and manage key stakeholders across
the organisation, drawing on data and analytical techniques where appropriate, and communicate this to business audiences
Strong knowledge of CRM systems and their integration with other business applications.
Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve departmental goals.
Exceptional communication and interpersonal skills, with a focus on building positive relationships with colleagues and stakeholders.
Demonstrated experience in project management, with the ability to prioritize and delegate tasks effectively.
Solid understanding of ITIL (Information Technology Infrastructure Library) principles and IT service management best practices.
Relevant certifications (e.g., ITIL Foundation, PMP) are a plus.
Benefits
Annual On target bonus 10% (personal and company multipliers)
BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
Life Assurance
Direct share scheme
Exclusive colleague discounts on our latest and greatest BT broadband packages
50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
Discounted EE TV including TNT Sport and the NOW Entertainment membership
Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
25 days annual leave (not including bank holidays), increasing with service
Volunteering days so you can give back to your local community
Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’