Service Management Professional - ESN

BT Group; West of England; Hybrid; GBP 55,000 - 72,000; Full time

Benefits offered by this job

10% on target annual bonus

Private GP 24/7 for you and family

Paid carers leave (up to 2 weeks)

Maternity/paternity/adoption leave - お

Discounted BT products

Pension scheme

Holiday purchase scheme

Job summary

BT Group is seeking a Service Management Professional within the ESN, based in Bristol or London (hybrid). The role focuses on ITIL-driven operation, incident handling, and process automation in Mobile Innovations Lab test environments.

You will work with process leads to digitise workflows, using ServiceNow, Jira, and scripting APIs to improve efficiency. This position offers a development path into OSS, automation, and mobile engineering, with opportunities to learn across ITIL processes and

Qualifications

• ITIL Foundation with strong experience in a busy telco.
• Stakeholder management across internal/external customers and suppliers.

Responsibilities

• Assess and manage incidents to resolution per ITIL standards.
• Utilise OSS applications for health checks and monitoring.
• Drive improvements to incident and problem management; reduce MTTA/MTTR.
• Provide backup to Change, Asset & Release Management.
• Support procurement and provisioning of SIMs and devices.
• Manage access management processes and data.
• Support continuous improvement and automation to remove repetitive tasks.
• Identify opportunities to automate manual work.

Skills

ITIL Foundation

Stakeholder management

Analytical skills

Mobile/IT network experience

Tools

ServiceNow

Jira

Job description

Job Title: Service Management Professional - ESN

Job Location: GBR Bristol - Assembly, GBR-London-BTHQ One Braham

Advertised Salary: CLE

Location

Bristol or London (you would need to be in the office at least 3 days a week)

About The Role

The purpose of Mobile Test & Innovations Labs is to design, integrate/build, test, and deliver market-leading converged Mobile and Fixed network services. The success of the function is based upon delivering stable, best in class, converged services using the latest technologies - transforming our network with 5G and Network Function Virtualisation. We are innovators who make future services happen.

The Service Management Team Service Reliability Professional supports the operation and continuous improvement of core ITIL processes including Incident, Defect, Change/Configuration, Asset, and Release Management within Mobile Innovation Lab test environments.

You will work closely with process leads, service owners, and Service Reliability Specialists to support the digitisation and automation of service management workflows using OSS tools and modern automation techniques.

A key aspect of this role is contributing to automation and process improvement activities to reduce manual effort and improve efficiency. You will use tools such as ServiceNow, Jira, and workflow or scripting technologies (e.g. APIs, Python) to help streamline operational tasks and support service visibility.

You will develop a core area of knowledge while gaining exposure across multiple ITIL processes. You will assist in root cause analysis (RCA) for service-impacting issues and support resolution activities. You will also help identify opportunities to reduce repetitive manual work (TOIL) through automation and improved processes.

You will be technically curious and keen to build your understanding of telecoms and OSS environments. An awareness of mobile networks, call flows, or lab environments is beneficial but not essential. You will work collaboratively with stakeholders and show a willingness to learn and improve how services are delivered.

Experience or exposure to OSS tools, monitoring systems, and automation concepts is desirable. An interest in technologies such as APIs, workflows, or event-driven automation will support your development in the role.

You will contribute to maintaining service availability and supporting a high-quality experience for BT/EE Innovation Lab customers, while developing your skills in service management and automation.

This role offers a strong development pathway into OSS, automation, and mobile engineering, as the industry continues to evolve towards software-defined and highly automated network environments.

You will be required to undergo National Security Vetting

What You'll Be Doing

• Work with the Incident Manager to assess and manage incidents to resolution with route cause in line with ITIL standards
• Utilisation and improvement of OSS applications for Environment Health Checks and Monitoring
• Work across our environment groups to drive improvements to how we manage Incidents and Problems, improve our mean time to triage and resolve incidents within the mobile innovations lab environment infrastructure.
• Providing back up to Change Management, Asset Management & Release Management as per the needs of the business
• Work with Asset Manager supporting the procurement, distribution and provisioning of SIMs and Devices
• Manage access management processes and data.
• Support the Continuous Improvement process and discipline, ensuring priority to those that have a customer or commercial benefit continually developing your software engineering skills to removal manual efforts
• Identify opportunities for utilising automation to reduce the number of manually completed repetitive tasks

Essential Skills / Experience

• An ITIL Foundation with good experience of working on a busy and fast paced telco where ITIL is widely practiced in a network-based service
• Mobile or IT network experience, gained from within an operational role with topology knowledge of 4G and 5G+
• Excellent stakeholder management experience and be confident interacting with internal and external customers and suppliers at all levels
• Strong analytical skills and the ability to read system traces

Desirable Skills / Experience

• Confident using MS 365, Service Now and Jira

Our Package

Tailored benefits make a real difference. That's why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• 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
• Equalized 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 scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you're ready.

Ready to connect for good and help shape the future?