Service Innovation Strategy Specalist
BT Group
Greenock, Renfrewshire, United Kingdom, Ireland
3d ago

Why this role matters

You will define the Service strategy across Managed, Client, and Professional services, with strong market, competitor and other external focus, knowledge and insight.

You will ensure the strategy is built in conjunction with stakeholders and communicated in a way that enables them to recognise the direction of Enterprise and support delivery of the strategy.

You will define and manage the multi year iterative roadmap and outline the associated business cases, engaging with (third party) vendors needed to digitally transform Enterprise Service.

What you'll be doing

  • Accountable for defining and delivering the service strategy to support Managed, Client, and Professional services within BT Enterprise Service
  • Accountable for the strategy approach and oversseing the trial business cases which will dramatically accelerate the delivery of innovation / automation through partnering with third parties
  • Accountable for prioritising the pipeline of innovation / automation, based on solid data, across Managed, Client, and Professional services within Enterprise Service, working in conjunction with business leadership teams to socialise and agree
  • Prioritise, facilitate and drive the making of strategic decisions
  • Drive Enterprise Leadership Team approval of strategic recommendations
  • Work with the Senior Manager for Service Innovation in bringing together the elements of the functional strategy into the overall Enterprise Service strategy
  • We'll also need to see these on your CV

  • Business acumen, knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.
  • g. business KPIs, business cases)

  • Managed services background, able to understand the challenges and opportunities in this area
  • Commercial acumen, a broad understanding of the telecommunications market and adjacent markets, and the associated commercial drivers, understanding of the strengths and gaps of our competitors, and the future needs of our customers
  • Technical acumen, a broad knowledge of the potential capabilities of future technology and the customer solutions it could offer
  • Highly influential to drive strategic decision making and hold colleagues to account for its realisation
  • Momentum Generator, adept at identifying problem statements and then finding the solutions in the external market to fix those issues
  • Stakeholder management (director level), input into Exec level collateral / presentations
  • Adaptable to a high level of change and to be able to interpret that and communicate out to team and set clear direction
  • Excellent communication skills, an expert at presentation and compelling story telling linked to insights
  • The ability to work with agile teams across the business to bring new ideas to life, piloting small and iterating big
  • Experience you would be expected to have


  • Change Expert, a recognised leader in the field of Business Improvement (Six Sigma, Lean) and / or Programme Management (APMP, Prince2) and / or Agile Methodology
  • Significant experience in a strategic role in a complex and multi-faceted business, with confidence in advising on strategy at senior team level
  • Experience of strategy creation and communication
  • Demonstrable experience of collaborating with and influencing a diverse range of stakeholders both internally and externally
  • Experience of vendor / 3rd party supplier engagement, commercial management and contractual negotiations
  • Preferred

  • Contact centre operating models; ITIL (3&4), multi-channel operating models; change management; customer service; digital service experience;
  • knowledge of multi-skilling; contact centre architecture; digital transformation;
  • Good to be an observer of best practice from platform providers or critical contact centre capabilities providers

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