With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, proving the services they need to create the digital transformation of their businesses.
Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.
To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.
What you'll be doing
KEY PURPOSE OF ROLE
The Technical Services Principal (TSP) is the Senior Technical Leadership role aligned to major accounts running complex BT services to enhance the customer experience and drive profitable growth.A Trusted Advisor to the customer on all things technology and design part of customers matrix technical leadership team, creating value through the exploitation of technology across complex multiple platforms and/or technology areas. Primary customer interface - up to CIO level - for all technical design aspects of BTs solution.Specifically:
Be part of the Client Partners leadership team and align personal goals with the account targets, demonstrating how you are contributing to revenue generation, cashflow, EBIT, NPS and RFT.
Create and maintain a 1, 2 and 3 year customer solution roadmap, drawing upon the customers business drivers, key industry trends and BTs Repeatable Solutions product portfolio, actively contributing to the Market Unit account development plan
Be responsible for successful technical delivery of all account activity with a specific focus on time, cost and quality
Provide design leadership to the operational team in moments of major customer jeopardy, and proactively own technical risks and issues that could impact the service
Create, own and execute regular governance forums at least quarterly - with the Client Partner and VP Technical Design to evidence continuous progress against personal goals and account goals
(the core activities, outputs expected of the role, regulatory & legal requirements)
Know your goals
Agree specific goals with the client partner for the design and technology contribution to the account development plan.These will vary by account and contract lifecycle phase, but could include areas such as revenue generation, cashflow, EBIT, NPS and RFT.
Run regular reviews with the Client Partner and VP Design to track progress against agreed goals
Know your team
The right headcount, in the right place, at the right cost, doing the right things
Anyone performing technology or design work on the account, whether BT, technology partners or third parties are all your responsibility
Mentor and share knowledge with others.
Ensure an account welcome pack is in place to quickly onboard new members
Know youre in good shape get the basics right
Ensure all design documentation is stored on TLF and correctly version controlled
Ensure everyone working on the account is correctly onboarded
Ensure a proactive schedule of network audits are carried out, with remedial actions followed through and closed
Adopt design best practice within the account, including:
oAdopt design patterns and repeatable solution best practive across account domains
oAdopt use of best practice design tools within your account
Hold regular reviews with the operational teams on root cause analysis and time to resolve for P1 incidents
Ensure appropriate design governance and quality controls are in place for approving and executing planned change controls
Run regular reviews with the VP Design on account plans and adherence
Know your customer
Document your customer business priorities and corresponding technology drivers
Document your key stakeholder map and influence map
Lead the development, ownership, agreement and profitable delivery of the customer technology roadmap
Undertsand your customer governance and approval processes across the design and delivery lifecycle, including Architecture, Technical, Commercial, Change board, Delivery and Acceptance
Lead from the front
Provide thought leadership to senior internal stakeholders and customers regarding the overall future platform and/or customer solutions.
Act as a point of contact for technical expertise to advise senior stakeholders, internal and external.
Provide design authority for complex solutions and/or platform design
May provide consultancy on network designs for multiple platforms and/or solutions.
Expert user of design tools, contributes to the on-going development and adoption of BTs approved design toolset
Continuous personal development to maintain awareness and able to credibly speak on emerging trends and technology
Key / unique decisions made by this role
Decide on the design scope to leading edge high impact and high risk network platforms and/or customer solutions, as appropriate.
Propose technical strategy to network platforms and/or customer solutions factoring in high impact and high risk, as appropriate.
Decide on network models for design testing.
Decide on approach to resolving customer affected issues to leading edge high impact and high risk network platforms and/or customer solutions, as appropriate.
Decide how to re-use network designs.
Decide on implementation approaches of technology related transformation activity.
Solve problems typically specific to leading edge high impact and high risk network platforms and/or customer solutions.
Solve problems that are complex and unknown, and may lie outside the domain of the role. Problems may impact a single network platform and/or customer solution supporting multiple services. The most complex problem will be platform wide, impacting multiple services (and include multiple vendors) or cross-portfolio solutions.
Deliver significant stakeholder influence may be required to resolve problems. Expected to give technical guidance to others to help resolve issues outside of the domain of the role.
Take the lead on major jeopardy if customer and BT context (sales, commercial exposure, exec. escalation) requires, but responsible for encouraging supporting service assurance teams to deliver BAU resolution RFT without needing intervention
Accountable for ensuring the environment inventory is maintained to an accurate level by ensuring correct investment in systems
Accountable for ensuring the environment is documented at an end to end architecture level, product service architecture, and site architecture level.
Accountable for ensuring CDH and Service Assurance - particularly 3rd line resolvers -understand the end to end architecture and how the various products/solutions hang together.
Advocate for customer feedback into product bug fixes and improvements
Accountable for ensuring the customer environment is properly proactively alarmed in event monitoring systems
Make authoritative recommendations on design tools and processes for network platforms and/or customer solutions, where appropriate.
Resolve in-life issues to high risk and high impact network platforms and/or customer solutions, as appropriate
May lead technical design output from level 1, 2, 3, or 4 designers and/or third party resources.
May lead a large matrix team of technical experts.
Provide strong influence on senior stakeholders in terms of technical direction of platforms, which will influence commercial direction.
Likely to lead on significant vendor selection for one or two domains.
Responsible for estimating the time and type of resource needed to support deliverables for complex, high impact and high value projects.
Measure of success
Delivery of right first time solutions.
Net Promoter Score for relevant customer(s)
Evidence of successful transformation measures e.g. step change in processes, innovative designs based on, or leading to, enhanced best-practice
Positive revenue measures for GS roles.
Efficient cycle time.
Timeframe of tasks and results typically visible within 12 months.
We'll also need to see these on your CV
Associated topics: bank, budget, cash, financial, financial controller, financial services, fiscal, kpmg, pay, tax