Senior Manager, Service Operational Communications

BT Group; West of England; On-site; GBP 90,000 - 125,000; Full time

Benefits offered by this job

Company car scheme

15% on target annual bonus

Private healthcare

Job summary

BT Group is seeking a Senior Manager, Internal Communications for Service to act as the strategic partner to the Service and Business Operations Managing Director. You will shape the communications strategy, craft compelling narratives, and provide senior-level counsel to executives across Service, HR and Transformation teams.

You will lead a small team, develop governance and channel plans, and use data-driven insights to optimise engagement and outcomes in a fast-paced, evolving environment as

Qualifications

• Significant experience leading internal communications within a large, complex organisation.
• Experience partnering senior executives and leadership teams, providing strategic communications counsel and influence.
• Outstanding storytelling skills, with the ability to translate complex issues into clear, compelling communications.
• Strong leadership, stakeholder management and decision-making capability, with the ability to build high-performing teams, develop capability through others, and thrive in a fast-paced, evolving environment with resilience and sound judgement.
• Desirable: AI and Digital 1st mindset; experience in telecoms or regulated industry and B2B environments.

Responsibilities

• Act as the lead internal communications adviser to the Service and Business Operations MD and leadership team.
• Develop and deliver the communications strategy for Service, aligned to business priorities, customer outcomes and the wider Business narrative.
• Shape compelling narratives and communication plans that support business performance, colleague engagement and transformation.
• Provide strategic communications counsel, challenge and insight to senior leaders.
• Lead communication activity across key business, people and transformation programmes.
• Build leadership communication capability through coaching and support.
• Lead, coach and develop a team of communications professionals, driving high performance and continuous improvement.
• Own the governance, planning and channel strategy for Service communications, ensuring communications are coordinated, effective and aligned to brand standards.
• Use insight, sentiment and engagement data to measure effectiveness, optimise engagement and inform decision-making.

Skills

Internal communications

Stakeholder management

Storytelling

Leadership

Strategic communications

Job description

Req ID: 63871Job Function: Corporate and Regulatory AffairsPosting Start Date: 22/10/2026Posting End Date: 06/11/2026Division: UK BusinessJob Location: GBR Bristol - Assembly, GBR Darlington - Global House, GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One Braham, GBR-Manchester-New BaileyAdvertised Salary: CompetitiveLocations: Belfast, Bristol, Glasgow or Manchester at least 3 days a week on site.Closing Date: 6th NovemberAbout the roleThe Senior Manager, Internal Communications for Service is the strategic communications business partner to the Service and Business Operations Managing Director.This is a high-impact role at the heart of one of BT Business's largest and most operationally complex organisations. You'll shape how thousands of colleagues understand the business strategy, connect to customer priorities and engage with the transformation of Service.Acting as a trusted adviser to senior leaders, you'll develop compelling narratives, provide strategic communications counsel and lead communication strategies that drive understanding, engagement and performance.Working closely with leaders across Service, HR, Transformation and the wider Business Internal Communications team, you'll champion creative, audience-led communications, using storytelling, events, digital channels and emerging technologies to create engaging colleague experiences.You'll also lead a small communications team, building capability and delivering measurable business impact.This is a unique opportunity to shape communications for one of the UK's largest service organisations as it continues its transformation through technology, AI and operational change.What you’ll be doingAct as the lead internal communications adviser to the Service and Business Operations MD and leadership team.Develop and deliver the communications strategy for Service, aligned to business priorities, customer outcomes and the wider Business narrative.Shape compelling narratives and communication plans that support business performance, colleague engagement and transformation.Provide strategic communications counsel, challenge and insight to senior leaders.Lead communication activity across key business, people and transformation programmes.Build leadership communication capability through coaching and support.Lead, coach and develop a team of communications professionals, driving high performance and continuous improvement.Own the governance, planning and channel strategy for Service communications, ensuring communications are coordinated, effective and aligned to brand standards.Use insight, sentiment and engagement data to measure effectiveness, optimise engagement and inform decision-making.Essential Skills / ExperienceSignificant experience leading internal communications within a large, complex organisation.Experience partnering senior executives and leadership teams, providing strategic communications counsel and influence.Outstanding storytelling skills, with the ability to translate complex issues into clear, compelling communications.Strong leadership, stakeholder management and decision-making capability, with the ability to build high-performing teams, develop capability through others, and thrive in a fast-paced, evolving environment with resilience and sound judgement.Desirable Skills / ExperienceExcellent judgement, resilience and stakeholder management, with the ability to thrive in a fast-paced and evolving environment.Strong commercial acumen, with the ability to connect communications to business priorities and outcomes.AI and Digital 1st, focussed mindset to deliver outcomes.Experience in Telecoms or similar regulated industry and B2B similar scaled environments.Our PackageTailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, andeveryday life. You can design the package to suit you and your lifestyle. Your core benefits include:• Company car scheme (or cash alternative)• 15% on target annual bonus• Private healthcare for you and your family• Access to an online private GP 24/7 for you and your immediate family• Market-leading paid carers leave with up to 2 weeks off• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay• Discounted EE and BT products, including mobile and broadband• Market leading Pension scheme – 5% from you and 10% from us• Holiday purchase schemeYou can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.