Problem Manager Specialist

This role matters because it improves the availability, reliability and customer experience of BT’s Network and IT products and services. As a Service Intelligence Specialist, you will use data, insight and operational learning to help BT move from reactive service management to proactive prevention. You'll identify emerging risks, recognise early warning signals, uncover systemic issues and translate complex service data into meaningful actions that improve service outcomes.

Working across Customer Facing Units (CFUs), Networks and Digital, operational teams and suppliers, you'll connect people, processes and service intelligence to strengthen decision making, improve operational effectiveness and accelerate proactive improvement. By combining Service Intelligence, Problem Management, governance and continuous improvement, you'll drive earlier intervention, targeted prevention and more effective resolution of service risks before they impact customers.

Use service performance data, operational insight and trend analysis to identify emerging risks, recurring issues and opportunities to improve customer and service outcomes.

Lead the investigation of complex Problem records, Executive Post Incident Reviews and service investigations for high priority incidents and service risks. Ensure timely identification of root causes, contributing factors and drive preventative actions to conclusion at pace.