ILS Manager

BT Security; Watford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global security organization is seeking an ILS Manager to oversee and enhance customer service delivery in a complex Managed Service. You will manage ILS activities, ensure technical competency across various technologies, and lead strategic initiatives. The role offers a competitive salary alongside numerous benefits such as a pension scheme, bonus opportunities, and extensive professional development. Ideal candidates will carry ITIL V4 Foundation and demonstrate strong leadership and problem-solving skills.

Benefits

Competitive salary

10% on-target bonus

BT pension scheme

25 days annual leave

World-class training opportunities

Enhanced family leave support

Discounted communications packages

Access to retail discounts

Qualifications

• Experience in managing customer-service delivery functions.
• Technical competence across a variety of technologies.
• Strong leadership skills to influence best practices.

Responsibilities

• Manage and maintain ILS activities within the Managed Service.
• Lead strategy development and documentation for ILS interventions.
• Create and implement cost-reduction strategies.

Skills

Service Delivery

Issue Resolution

Stakeholder Management

Quality Assurance

Decision Making

Education

ITIL V4 Foundation or working towards accreditation

Tools

Obsolescence Management

Reliability, Availability and Maintainability

Supportability Engineering

NSN Training

Job description

Recruiter: Krystle James

Career Grade: D

Internal Closing Date: 11/12/25

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance. An allowance of £5k 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.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.

You’ll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission‑focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

Why this job matters

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 the ILS function with a large complex 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.

What you’ll be doing

• 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. 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.
• Have strong collaborative leadership skills to create, develop and maintain the Managed Service; 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.
• 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.

Essential Skills

• 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 the following:

• Obsolescence Management
• Reliability, Availability and Maintainability
• Supportability Engineering
• NSN Training

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

#LI-Onsite

Security is one of the fastest growing parts of our global organisation. We are protecting our networks from more than 6,500 cyber attacks each day, investing over £40 m in research each year – and in employing nearly 3,000 people, we’re also the largest private cyber employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture your potential and shape your future – whatever your background or experience.

In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple and brilliant for our customers while creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

A few points to note

• Although these roles are listed as full‑time, if you’re a job share partnership, work‑reduced hours, or any other way of working flexibly, please still get in touch.
• We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
• Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the job description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.