Job Information
BT Quality Manager in Kolkata, India
Quality Manager
Job Req ID: 42531
Posting Date: 20 Feb 2025
Function: Business Services & Operations
Unit: Finance & Business Services
Location:
DLF IT Park,Phase II, IIF/1, Kolkata, India
Salary: competitive
Why this job matters
The Service Delivery Manager manages a team to resolve complex client issues, partnering closely and cross functionally to resolve customer issues, proactively identifying and mitigating risks and to ensure the delivery of excellent service outcomes to our customers.
What you’ll be doing
Drives account-centricity, ensuring excellence in service management around scope, time, cost, quality, change, communication, risk and crisis management, and integration.
Manages the delivery of service level agreements (SLAs) and results are provided on time with high quality and within budget.
Manages the overall Service Delivery programme scope and maintains its continuous alignment with strategic business objectives, setting programme plans and making recommendations to modify.
Manages service review management, planning, preparing, reporting, and using customer feedback to ensure customer needs continue to be understood, sharing outputs with all key stakeholders to enable current and future needs.
Manages reporting of performance against internal KPI's and SLAs and identification of service risks and mitigating actions with the support from key stakeholders.
Ensures service improvement plans are in place to drive continual service improvement to enhance services and support, driving customer excellence.
Ensures all customers needs are met through service delivery from contract through to successful transition of services, from delivery to support.
Manages periodic status and risk discussions with programme partners, evaluating and discussing programme results and lessons learned throughout the programme lifecycle.
Manages the implementation of agile practices, continuous improvement and delivery, lean tools and techniques, using advanced technical knowledge.
Manages a team managed to standards and programme management methodology, including compliance with relevant regulations.
Builds credibility in relationships with partners at multiple levels, including those external to the organisation.
Champions, continuously develops and shares with team knowledge on emerging trends and changes in service delivery.
Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment.
14.Implement ways to improve working processes within the area of service delivery.
The skills you’ll need
Communication
Issue Resolution
Continuous Improvement
Problem Solving
Change Management
Service Level Agreement Management
Order Management
Risk Management
Supplier Management
Business Process Improvement
Project/Programme Management
Incident Management
Talent Management
Escalation Management
Decision Making
Growth Mindset
Performance Management
Inclusive Leadership
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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.
DON'T MEET EVERY SINGLE REQUIREMENT?
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.
BT
-
- BT Jobs
