BT Global Service Lead in Dallas, Texas

Position: Senior Service Client Relationship/Account Management

Team: Global Services

Location: Plano, TX

Travel requirement: As needed

Why this role matters:

The role holder will be held responsible and accountable for all areas of operations including Incident Management, Change Management and Problem Management. The role holder is the key to ensuring that the customer experience is top tier and that business impact is always kept to a minimum enabling the customer to make, move and sell product and maximize their earnings potential.

What you’ll be doing

The role holder is accountable for operational excellence on a large contract based in the US. Responsible for leading a virtual/matrix team to deliver contractual service targets, manage cost reduction, drive service improvement activities and improves customer satisfaction and loyalty. Builds mid to senior level relationships within the customer organization and owns the overall service operations relationship on behalf of BT.

Key Responsibilities:

  • To capitalize on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business base.

  • To develop and drive change within the business via measured Service Development / Improvement Plans.

  • To manage and develop the service relationship with regular face to face customer meetings.

  • To act as the primary interface between the customer and BT for service operations.

  • To have an in-depth working knowledge of the customer’s business and understand the competition environment.

  • To build and maintain excellent relationships with the Account Teams.

  • To build and maintain collaborative relationships with key suppliers.

  • Assists with setting Service Level Agreements and produces Service Development plans for identified customer.

  • Will have line responsibility for a number of Managers across country boundaries.

  • Will also be involved in new business initiatives, providing service information to support bids and introduction of new services into the portfolio.

  • Responsible for end to end Service Level Agreements (SLA) and Key Performance Indicators (KPI) for customers’ business areas.

  • Through excellent customer relationships & continual service improvement, you support our strategy for sustainable, profitable growth.

  • Develop and agree to customer service plans, process and procedures manuals and escalation paths into BT.

  • Participate in resourcing exercises (number of and budgetary) for areas where resources fall under operational areas.

  • Provide high level escalation support for major/critical incidents.

  • Uses service to actively develop opportunities to increase revenues / collections and/ or sales opportunities.

  • Develop and produce high quality reports that identify trends, issues, improvements and sales opportunities and present them to the customer.

  • Drive continuous improvement in lifecycle support through data analytics and structured methodologies such as LEAN, 6Sigma.

We’ll also need to see this on your resume:

Qualifications and Skills

  • Extensive client relationship/account management skills.

  • Thorough knowledge of products, services & solutions we deliver for our customers.Experience managing a high availability operational environment.

  • Excellent interpersonal, problem solving & communication skills.

  • ITIL/ITSM general knowledge and understanding.

  • Exceptional customer focus with a can do customer centric attitude.

  • Experience working as a part of a team to deliver and drive continuous improvement.

  • Incident Management experience at all levels and with multiple technologies.

  • Proven ability to engage and work well with senior stakeholders across BT and customer, particularly during major incidents, putting service stability at the forefront of decision making

  • Knowledge and understanding of multi-vendor technologies including but, not limited to Cisco switching and routing, Bluecoat proxy, MacAfee Secure Web Gateway, WAN, MAN, LAN, Wireless LAN, DNS, DHCP.

  • Excellent presence in front of senior/executive level customers

  • Superior customer service skills and attitude.

Why choose us?

BT in the Americas is a leading expert in managed networked IT services, operating globally and delivering locally. We work for 8,500 organizations, such as Nestle Purina, BMW, Credit Suisse, Deutsche Bank, Heinz, Procter and Gamble, PepsiCo, Bristol-Myers Squibb, JP Morgan Chase, Bank of America, Fiat- Chrysler, Microsoft, NATO, NYSE, Thomson Reuters, Unilever, Volkswagen, Volvo and many more. By combining products and services with industry-specific solutions and consulting expertise, we deliver efficient and secure systems to our customers.

BT has had a presence in the United States for more than 30 years. Headquartered in Dallas, Texas, we have more than 3000 professionals, with offices in over 16 key cities across the US. BT owns and operates its own network infrastructure in North America. This includes nation-wide reach to all major US cities with MPLS nodes across the US, making up one of the larger MPLS networks of any carrier in the region. This expanded footprint enables us to reach over 80% of key customer sites, as well as extending coverage beyond the US with MPLS points across the region.

BT sets high standards for its employees, but also strives to provide a work environment and culture that fosters health and wellbeing. Above and beyond your base salary, sales compensation plan, and full comprehensive benefits, BT offers high deductible health plans that empower employees to make good health care decisions, with the ability to use funds from a health savings account - to which BT contributes - that the employee manages and controls. In addition to a generous vacation allowance, all employees receive an additional 3 paid days per year to volunteer in their communities.

BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job: Service Client Relationship/ Account Management

Title: Global Service Lead

Location: Texas-Dallas

Requisition ID: 91995