CDM Support Job Vacancy in BT Gurgaon, Haryana – Updated today
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Full Details :
Company Name : BT
Location : Gurgaon, Haryana
Position :
Job Description : Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.
About this role
Accountable for the End to End Service Request Management Process performance and improvement (from Proposal creations to Implementation) of a Contract or subset of a large contract. This is a customer facing role and supports Mobilisation, T&T and In-Life and Complex commercials. The role has a strong impact on both customer experience and contract financial performance and is critical for customer experience, service performance and revenue growth.
You’ll have the following responsibilities
Accountable for the end to end Service Request process performance on the contract and supports In-
Life and Project requests coordinating with Project
and Programme Managers, Design and Sales/Contract Management.
Primary interface for end-customer (typically IT Managers and IT Directors) and sales for service requests and advises the customer the best way to
address the requirements (technical, servicelevel and
cost), escalations and reporting, coordinates other teams for the delivery of customer servicerequests proposals and deliveries.
Manage complex commercial aspects of Service
Request Managemen and sales proposals
Act in support of the contract’s sales and business development strategy as applicable
Deliver and Implement jeopardy management and reporting against contract SLAs (end to end from receive customer request to order quality closure)
Coordinatea team of Service Request Managers including managing work allocation
Monitor and manage performance on all Service
Requests to achievetargets i.e. Quality Checks,
Business Standards, contractual requirements, failure analysis
Support mobilisation and contract set-up including
knowledge sharewith teams as well as set-up and configuration of systems and tools
Accountable for the quality, accuracy and version control fo all Service Requets documents, templates and guides
Set and agree commercial and design guidelines for BT
teams to apply
Ensures SRM servicewrap and standard systemstack is adhered to
Manage complaints and issues
Qualify customer requests and direct them to the right process and team
You’ll have the following skills & experience
This role requires the following skills set:
Excellent knowledge of BT products and services
Ability to meet the customer’s needs in linewith the business requirements
Focusing on the objectives and the required outcomes of the process during the delivery of a task or service
Ability to comprehend and to systematically organize the various aspects of a problem or situation
Good knowledge of MS Office Applications
Taking ownership and responsibility for result of decisions
Excellent problem solving skills
Team player
Good personableskills
Excellent communication and internal and external senior stakeholder management relationship skills required
Ability to lead and manage complex processes across teams and business units
Experience in handling a diversecustomer base
Risk management – identifying, flagging and managing risks overarching the wider Service Request process or the contract support team
Ability to manage technical, project and commercial discussions (including negotiations and advice) and problems with the customer and other BT
departments.
Benefits
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About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT
How to Apply
It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
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