Service Transition Specialist

BT Group Careers will be unavailable from 22:00 (UK time) Friday 14 November, to 05:00 (UK time) Saturday 15 November.# Service Transition Specialist Job Req  Date: 10 Nov 2025

Function:
Design Unit:
Networks

Location:

Snowhill, Birmingham, United Kingdom Salary:
Competitive
** Recruiter:
Djoice Bastos Silva
**** Hiring Manager:
Nathan Nabi
***
* Location:

** Snow Hill, Birmingham
** OR
* * Adastral Park, Ipswich, UKAt BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.  

With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.  

If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.
** Why this job matters
** As BT International’s networks and products evolve, the tools and systems that support them must evolve too. As a Service Transformation specialist, you’ll lead the support and continuous improvement of our International Networks operational toolset—embedding AI-driven solutions to enable smarter, faster fault detection and resolution. Your work ensures BT International remains at the forefront of proactive and reactive service management for customers worldwide.

** What you’ll be doing – your accountabilities
** Within this role, you’ll be accountable for:
* Driving the continual improvement of BT International’s operational tooling and systems across all network domains, ensuring they evolve in line with our transformation goals.
* Proactively identifying and implementing service improvements in the ITOM & ITSM space, working closely with our Service

NOW Development Squad to design, implement, and enhance AI-enabled operational solutions.
* Managing demand and prioritization effectively to oversee projects and improvements that deliver maximum impact for BT International.
* Identifying and delivering automation opportunities, leveraging AI and advanced analytics to streamline processes and improve fault management.
* Maintaining continuous self-driven development, staying ahead of emerging technologies and best practices in service transformation and AI.
* Problem-solving and supporting operational teams, collaborating with ASGs to resolve faults and optimize the performance of our toolset.
** The skills you’ll need to succeed
*** Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.
* Team player & collaborator:

You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player.
* Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved and solutions designed in line with the Pan-BT approach.
* Solution Minded:
Ability to learn the capability of our toolset, build relationships with our vendors & internal teams to create solutions to real operational problems.
** Technical

Skills:

*** Understanding of IT Infrastructure & IP Networking.
* Hands-on experience with Service

NOW ITSM & ITOM procedures.
* Experience with Service

NOW Reporting analytics & dashboarding.
* Knowledge of Networks Operational Support Systems.
* Experience Using & administrating operational support systems for networks.  

Experience with ITSM & ITOM Processes and procedures.  

Experience of reporting and analytics – Identifying trends and potential improvement areas from a dataset.  Continual Improvement – proven track record of identifying improvement areas within an operation and implementing the improvements in a…