Service Operations Specialist

BT Group; West of England; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

10% on target annual bonus

Private GP 24/7 for you and family

Pension scheme – 5% from you and 10%

Holiday purchase scheme

Discounted BT products

Job summary

BT Group in Bristol is seeking a Service Operations Specialist to lead a local technical support team and ensure exceptional service delivery. The role manages escalations, drives improvements, and collaborates across functions to maintain high standards of support for obligations platforms.

The position is based in Bristol with a hybrid pattern (3 days in-office, 2 remote). A strong background in ITIL practices and leadership is essential for success.

Qualifications

• ITIL 4 and service management knowledge are essential.
• Experience leading technical support teams and managing escalations.
• Understanding of incident, problem and change management processes.

Responsibilities

• Lead a local technical support team to deliver exceptional service.
• Oversee resolution of complex technical issues and escalations.
• Drive continuous improvement and implement support strategies.
• Collaborate with cross-functional teams to meet service standards.
• Balance strategic tasks with hands-on support management.

Skills

ITIL 4

Incident management

Change management

Decision making

Problem management

Job description

Service Operations Specialist

Job Location: GBR Bristol - Assembly

Advertised Salary: Competitive Salary + Benefits

Internal Closing Date: 14/10/26

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.

About the role

As a Technical Support Manager, you will be responsible for leading and developing a high-performing local technical support team, ensuring the delivery of exceptional service to customers and stakeholders in the support of obligatory platforms and services. You will oversee the resolution of complex technical issues, drive continuous improvement initiatives, and implement support strategies that enhance operational efficiency and customer satisfaction. Working closely with cross-functional teams, you will provide technical leadership, manage escalations, and ensure adherence to service standards and best practices. The role requires strong people leadership, excellent problem-solving skills, and the ability to balance strategic tasks with hands‑on support management.

This job role is based in Bristol. Hybrid (3 days office based & 2 days remote). Mon-Fri 37.5. SC Security Clearance is required. Must have lived in UK for 5+ years to obtain clearance.

What you’ll be doing

• Leads a Programme of work that ensures that all Obligations platforms remain stable and able to provide data as required under our legal obligations.
• Leads and owns the maintenance of capabilities on the mobile networks and platforms to ensure compliance with relevant legislation and HMG security requirements whilst protecting the interests of the business.
• Leading in the resolution of incidents within agreed timescales and that changes are efficiently managed, implemented and communicated to all key stakeholders.
• Contributes to meeting business objectives, solving business problems and furthering business success by applying industry, applications and technical knowledge through the development of operational processes and procedures.
• Lead and contribute to the development of service improvements initiatives and that they are maintained and followed as appropriate.

Essential Skills / Experience

• Decision Making
• ITIL 4
• Change Management
• Continuous Improvement
• Incident Management

Essential Skills/ Experience

• Incident, Problem & Change management (ITIL)
• Taking ownership of issues and follow them through to resolution.
• Knowledge of the EE mobile core network, specifically voice/data/SMS services
• Leading and developing teams

Desirable Skills/Experience

• Expert knowledge of specified mobile products and services including their platforms and underlying network architecture
• Knowledge of specific end to end Obligations system design, standards and applicable underlying security requirements to facilitate support of those platforms.
• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).
• On Call: Provide on call cover as required

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.

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.

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