Senior Manager - Desk Strategy and Transformation

Senior Manager, Desk Strategy and Transformation

Openreach is the UK’s leading digital infrastructure business, responsible for building and maintaining the fixed network that connects millions of homes and businesses across the country. While wholly owned by BT Group, Openreach is a legally separate, independently governed business, with its own strategy and operating model. Openreach’s customers are the 600+ communications providers who sell phone, broadband and Ethernet services to UK homes and businesses.
Right now, Openreach is building the UK’s largest full fibre broadband network. It’s on track to reach more than 25 million premises by December 2026 and it’s laying the foundations for the country’s connectivity for decades to come. This is nationally significant work, supporting economic growth, regional development and everyday life for millions of people. 
Operating in a highly regulated environment, Openreach works closely with industry partners, governments and communities to deliver a network that’s reliable, fair and future ready.  We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to better deliver for our colleagues, our customers, our stakeholders and the country. Joining Openreach means playing a direct role in one of the UK’s most ambitious infrastructure programmes, with real purpose, independence and impact. 

About the role

The Senior Transformation Manager – Desk Strategy & Transformation is accountable for leading the desk strategy across products and desk operations, defining and embedding an outcome-based operating model and ensuring consistent execution across Openreach Customer Experience. The role also brings an outside-in perspective, learning from successful desk strategies, operating models and process optimisation techniques across industries, and adapting them to Openreach’s complex product and engineering landscape to improve customer outcomes, operational efficiency and cost-to-serve. A core part of the remit is owning the desk systems strategy—driving operational simplification, automation and the integration of AI capabilities into the ecosystem so improvements scale consistently across products. 

What you’ll be doing

Lead the desk strategy and target operating model across products, shifting from transactional task handling to outcome-based order ownership.

Drive simplification, automation and cross-system integration, embedding scalable AI capabilities in partnership with AI Strategy. Ensure consistency across products and operations to support end-to-end customer journeys and reduce fragmentation. Define clear design principles, roadmaps and KPIs linking desk performance to customer and engineering outcomes. Influence senior stakeholders and partners to embed changes into BAU and deliver measurable, sustained benefits.

Essential Skills / Experience

Demonstrable experience leading desk, operations or service transformation in large, matrixed organisations. 
Proven ability to define and land operating model change and process optimisation delivering measurable customer and cost outcomes. 
Experience setting strategy across multiple products/areas and driving consistency of execution across diverse operational teams. 
Strong understanding of outcome-based and end-to-end ownership operating models, including KPI design and performance traceability. 
Experience owning or shaping system strategy to enable operational simplification, automation and cross-system integration. 
Experience applying external best practice and industry learning to drive internal transformation. 
Experience influencing senior stakeholders and aligning multiple teams around shared outcomes. 

Desirable Skills / Experience

Understanding of Openreach product stack and associated desk and engineering systems. 
Experience working with order management, orchestration or service management platforms and designing improvements that reduce operational friction. 
Exposure to outcome-based supplier or partner operating models. 
Experience of integrating automation and AI-enabled decision support into operational ecosystems (in partnership with specialist AI teams). 

Our Package

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.

 

Openreach is the UK’s leading digital infrastructure business, responsible for building and maintaining the fixed network that connects millions of homes and businesses across the country. While wholly owned by BT Group, Openreach is a legally separate, independently governed business, with its own strategy and operating model. Openreach’s customers are the 600+ communications providers who sell phone, broadband and Ethernet services to UK homes and businesses.

Right now, Openreach is building the UK’s largest full fibre broadband network. It’s on track to reach more than 25 million premises by December 2026 and it’s laying the foundations for the country’s connectivity for decades to come. This is nationally significant work, supporting economic growth, regional development and everyday life for millions of people. 

Operating in a highly regulated environment, Openreach works closely with industry partners, governments and communities to deliver a network that’s reliable, fair and future ready.  We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to better deliver for our colleagues, our customers, our stakeholders and the country. Joining Openreach means playing a direct role in one of the UK’s most ambitious infrastructure programmes, with real purpose, independence and impact.

 

Experience Level

Senior Level