Service Operations Manager

Job description

Recruiter: Trevor Newman Career Grade: D: Internal Closing Date: 29.06.26: About the role: As a valued member of the E2E UK Voice Services team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer and platform issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers. What you’ll be doing: - Lead, manage and develop a 24x7 Network Service Operations team supporting the One Cloud Cisco platform, ensuring consistent, high‑quality service delivery across all shifts. - Own end‑to‑end service performance for the One Cloud Cisco estate, including incident management, major incident leadership, problem management, change assurance, and service improvement. - Ensure customer impacting incidents are managed proactively and reactively within agreed SLAs, driving effective triage, escalation, and resolution across internal BT teams, vendors, and pa...