Service Delivery Leader

About the role

Digital has a large number of interconnected initiatives that will deliver strategic outcomes for BT and its customers. These initiatives are in play across a number of different units within Digital, with links to every part of BT. It’s a complex, interconnected show to keep on the road and this job matters because you will be part of the team that makes sure it does.  Delivery Performance (DP) exists to assure the success of the Digital portfolio by strengthening quality and predictability through clear methodology, outcome measurement, and continuous improvement. It builds organisational memory of effective best‑practice standards, improves and simplifies how teams deliver work, and supports programmes with delivery excellence and independent assurance to give transparent oversight of portfolio health and capacity, and address risks before they become issues.
The Delivery Performance Operations team will be essential in supporting the broader Delivery Performance Unit, running business reporting (monthly, quarterly, and annually for Digital, Group, and up to ExCo) on key Delivery Performance measures, such as earned value indices, flow efficiency and productivity metrics. It will lead the interface with Delivery Excellence ensuring accuracy of programme baselines, coordinate Quality Assurance reviews and recommendation tracking and support standards change management, as well as covering comms for the Delivery Performance unit. 
The Delivery Performance Operations Professional will support the Delivery Performance Operations Lead with the coordination of standards governance, reporting, quality assurance and continuous improvement across the Digital portfolio.   The Delivery Performance Operations Professional supports a wide range of activities including initiative planning, reporting, risk/issue identification, tracking, budget management and documentation, ensuring successful outcomes across the unit and wider Digital portfolio .

What you’ll be doing

•    Advanced expertise in Jira (including Advanced Roadmaps) to structure hierarchies, manage cross-portfolio dependencies, and enable integrated, multi-level reporting across programmes and initiatives.
•    Strong capability in designing and using rich Jira filters and JQL to extract, segment, and curate high-quality datasets for centralised reporting, governance, and insight generation.
•    Proven experience leveraging Jira dashboards and reporting (e.g. velocity, burndown, delivery status) to provide accurate, real-time visibility and support senior stakeholder decision-making.
•    Deep understanding of Jira data models (epics, features, stories, fields, hierarchies) to ensure consistent data standards that underpin reliable portfolio-level reporting and performance insights.
•    Experience establishing Jira as a single source of truth for delivery performance, reducing manual reporting overhead and enabling scalable, standardised central reporting across teams.
•    Supports the management of Key Performance Indicators and operation of associated business reporting
•    Support with the coordination and management of all aspects of the mobilisation and operation of QA reviews, from stakeholder management, onboarding, scheduling, collection of materials and action tracking.
•    Captures QA improvement recommendations and supports DP Operations Lead in managing to completion
•    Evaluates and identifies problem themes and opportunities across the Digital Portfolio 
•    Supports the development of scoping and plans for Delivery Performance-driven initiatives with clear milestones and well-defined deliverables
•    Supports with the coordination of change management governance of key Delivery standards and processes as they evolve
•    Contributes to communications planning and copy to support Delivery Performance goals 

Essential Skills / Experience

•    Attention to detail
•    Stakeholder management
•    Portfolio management
•    Project / programme management
•    Documentation & Records Management: 
•    Risk management
•    Business analysis
•    Collaboration 
•    Presenting
•    Problem solving

•    Growth mindset: Holds the belief that talent, ability and skills can be developed through a commitment to continuous learning and reflection.
•    Decision making : Gathers information, and analyses different scenarios, assesses alternative resolutions and reaches a decision

Desirable Skills / Experience

•    Working with Stakeholders at different levels to manage and controlling schedules.
•    Coordinating large-scale projects or portfolios of projects with cross-unit dependencies in complex organisations.
•    Previous experience managing and applying delivery management, governance and assurance.
•    Previous experience managing key metrics and supporting business reporting for C-suite audiences.