Service Transition Specialist (Snowhill, Birmingham, United Kingdom)

This review provides an in-depth look at the Service Transformation Specialist role at BT International, aimed at helping prospective candidates understand the opportunity and its alignment with their career aspirations.

BT International, a vital part of BT, is dedicated to keeping the world connected by delivering secure connectivity and digital services to global businesses. With a rich history of innovation and a forward-looking approach, they are at the forefront of digital transformation, particularly in areas like AI and cybersecurity. This role offers a chance to be part of a dynamic, global team shaping the future of business success.

Why This Role Matters & Key Advantages:

• Impactful Contribution: You will play a crucial role in evolving BT International's networks and products by leading the support and continuous improvement of their operational toolset. This is an opportunity to directly influence how BT International manages services for customers worldwide.
• Embracing Innovation: The role actively embeds AI-driven solutions for smarter, faster fault detection and resolution. If you're passionate about leveraging cutting-edge technology to enhance service management, this is a significant advantage.
• Career Development in AI & Service Management: This position offers substantial growth potential in the increasingly important fields of IT Operations Management (ITOM), IT Service Management (ITSM), and Artificial Intelligence. Your work will directly contribute to BT International's transformation goals.
• Global Experience: As part of BT International, you'll be contributing to a truly global operation, working with colleagues and supporting customers across the world.
• Proactive Improvement Culture: The role emphasizes continuous self-driven development, encouraging you to stay ahead of emerging technologies and best practices. This is ideal for candidates who thrive on learning and driving change.

What You'll Be Doing & Key Responsibilities:

Your primary responsibilities will revolve around:

• Driving the ongoing enhancement of BT International’s operational tools and systems across all network domains.
• Proactively identifying and implementing service improvements within ITOM & ITSM, working closely with the ServiceNOW Development Squad.
• Designing, implementing, and improving AI-enabled operational solutions.
• Effectively managing demand and prioritization to oversee impactful projects and improvements.
• Identifying and delivering automation opportunities using AI and advanced analytics.
• Engaging in continuous self-development to stay current with technology trends.
• Collaborating with operational teams and ASGs to resolve faults and optimize toolset performance.

Skills & Experience Valued:

To excel in this role, you should possess:

• Strong Analytical and Communication Skills: The ability to use data and analytical techniques to inform decisions and communicate insights to business audiences.
• Collaborative Spirit: Excellent teamwork and stakeholder management skills, with a focus on building strong relationships.
• Problem-Solving Acumen: A tenacious approach to identifying and resolving issues across platforms and teams.
• Solution-Oriented Mindset: The capacity to understand toolset capabilities, build vendor relationships, and craft solutions for operational challenges.
• Technical Proficiency:
• Understanding of IT Infrastructure and IP Networking.
• Hands-on experience with ServiceNOW ITSM & ITOM.
• Experience with ServiceNOW Reporting, analytics, and dashboarding.
• Knowledge of Networks Operational Support Systems (OSS).
• Experience administering operational support systems for networks.
• Experience with ITSM & ITOM Processes and procedures.
• Proven experience in reporting and analytics, identifying trends and improvement areas.
• A track record of identifying and implementing operational improvements.

Key Considerations for Your Career Path:

• Strategic Impact: This role places you at the intersection of network operations and digital transformation, offering a unique opportunity to influence strategic decisions and drive innovation.
• Future-Proofing Skills: By working with AI and advanced analytics within ITOM/ITSM, you will be developing highly sought-after skills for the evolving technology landscape.
• Global Exposure: Contributing to BT International's global operations provides invaluable international experience and broadens your professional network.
• Learning & Development: BT offers world-class training and development opportunities, supporting your continuous learning and career progression.
• Work-Life Balance & Benefits: Beyond a competitive salary and bonus, BT offers a comprehensive benefits package including a strong pension scheme, generous annual leave, flexible benefits, and discounts. The introduction of Smart Working signifies a commitment to flexible working arrangements.
• Organizational Culture: BT emphasizes inclusion, diversity, and a growth mindset, providing a supportive environment for employees to thrive and make a significant impact.

This Service Transformation Specialist role at BT International is an exciting opportunity for driven individuals looking to make a tangible impact in a global technology leader, while simultaneously advancing their expertise in critical areas of network operations and digital transformation.