ILS Manager

BT Group; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A telecommunications leader is seeking an ILS Manager to lead a team focused on enhancing customer service delivery. The role involves managing ILS activities, steering strategy and policy, and championing cost reduction initiatives. Candidates must have strong leadership skills, ITIL V4 Foundation, and be eligible for DV Security Clearance. Benefits include a competitive salary, generous annual leave, and access to extensive training and development programs.

Benefits

Competitive salary

10% on target bonus

BT Pension scheme

25 days annual leave

Flexible benefits

Private virtual GP appointments

Retail discounts

Qualifications

• Experience in ILS activities within Managed Service environments.
• Ability to design and develop ILS interventions.
• Experience with ITIL service operations models.

Responsibilities

• Manage and grow ILS activities within the Managed Service.
• Create and manage documentation for ILS interventions.
• Champion cost reduction strategies within the team.
• Lead and maintain operational service lifecycle for secure technologies.

Skills

ITIL V4 Foundation

Strong collaborative leadership

Agile approach

Cost reduction

Job description

The ILS Manager manages a team in delivering excellence in customer service delivery through the tactical delivery of issue resolution in parallel with a focus on activities and programs that enhance customer facing engineering capabilities. To manage and maintain a large complex highly secure Managed Service with accountability to Senior Manager - Specialist Services. To manage, coach, mentor, inspire and support the platform team through continuous improvement and influencing best practice; providing feedback within the team to ensure that everyone is effective and inclusive and that there is a 'One Team approach', creating a brilliant employee experience. This job role is based outside of London within a 30-minute commute. Onsite (5 days office based). Plus 1 in 2 call out obligation. Monday-Friday 9am-5pm. You must be able to obtain DV Security Clearance in order to start this role. You will need to have lived in the UK for 10 years+ to obtain this.

What you'll be doing

• To manage, grow and maintain ILS activities within the Managed Service within the Sector. Be technically current and competent in a wide range of technologies to be able to either design & develop and deliver ILS interventions, using the latest ILS Strategies in line with the MoD Framework.
• Where appropriate manage, plan, and administrate complex ILS activities and strategies. You must have the ability to lead, create/develop strategy & policy and manage the ILS activities within the managed Service creating and managing the required documentation to support all of the above.
• You are to have strong collaborative leadership skills to create, develop and maintain The Managed Service; you need to be agile in approach in maintaining strong strategy, objectives and goals in regard to the operational service lifecycle of large complex highly secure technologies, locations, platforms and solutions using the ITIL service operations model and skillsets in support of your senior manager.
• You are to champion and aid cost reduction within your area of responsibility as cascaded by your line of business as part of BT's overall cost reduction strategy.
• Service Delivery
• Issue Resolution
• Stakeholder Management
• Quality Assurance
• Decision Making

What we'd like to see on your CV

• MANDATORY: ITIL V4 Foundation or working towards accreditation.
• DESIRABLE: ILS Accreditations/Courses in following:
  • Obsolesce Management
  • Reliability, Availability and Maintainability
  • Supportability Engineering
  • NSN Training

Security Clearance

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5,000 per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Benefits

• Competitive salary
• 10% on target bonus (Depending on country based)
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• On-call allowance (Depending on the re requirements of the role)
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer's leave
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100's of retail discounts including the BT shop