Service Management Specialist

Position: Service Management Specialist 2
Job Description Service Management Specialist 2

Req

Start Date:

13/05/2026

Job Function:
Security Division: UK Business

Job Location:

G  Cheltenham - Project Offic, G  Ipswich - Adastral Hub, G  London - Monument TE Advertised Salary:
Competitive
** Recruiter:
Lloyd Hughes
**** Career Grade: D
**** Internal Closing Date: 3rd June 2026
** Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (). An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

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.##
** Why this job matters
** The Service Management Specialist executes a range of work streams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirement.##
** What you’ll be doing
*** Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service life cycles.
* Leads the service review meetings and joint escalation calls with suppliers and support groups.
* Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
* Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
* Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
* Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers’ orders.
* Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act).
* Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
* Drives the liaising between both external and internal complementary partners within the relevant service support system.
* Ensures the performance of different suppliers and support groups, and adherence to the contract.
* Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer’s pain points, identifying actions to improve customer satisfaction.
* Mentors other members of the team, helping to improve the team’s abilities by acting as a technical resource.
* Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
* Acts as the BT representative and expert for internal and external audits.##
** Essential Skills
*** Experience in meeting the customers’ needs in line with business requirements
* Experience with development of solution processes
* ITIL knowledge (preferably V4 is possible)
* Time and priority management
* Relevant experience working…