Customer Operations Manager - Service & Incident Management

About the role

•Mandatory Team Management experience in Service Operations (Incident Management)
•Mandatory Technical skills around Data Infrastructure - Fair understanding of Network Fundamentals from troubleshooting perspective.
•Own the Incident Management on services sold to CPS customers across data, voice & security solutions
•Accountable for performance on SLAs ensuring service availability and service restoration are at par with targets defined in the applicable product or customer specific SLOs
•Accountable for Quality and Productivity KPIs around Incident handling
•Accountable for Service Journeys (end to end incident journey), Tools Usage & People Performance Management as well as Continual Improvement & Optimisation
•Accountable for AI driven Operational transformation
•Accountable for Shift management catering to volume fluctuations driven by Major Service Outages on a 24*7 basis
•Accountable for Onboarding of new products, services & customers (includes, hiring, up-skilling, AIS activities)
•Accountable for BCP, Office attendance, WFH performance and announcing/managing any other real-time issues impacting service assurance
•Accountable for People Skills & Competence development at par with business requirements
•Accountable for People Career planning & guidance
•Accountable for Coaching & Feedback across teams in the span

What you’ll be doing

•Manages the implementation of the Service Operations strategy and delivery of customer service contractual requirements.
•Manages the incident management process and ensures service standards and best practices are diligently followed.
•Manages streams involved in continuous improvement projects through change management across the business, supporting the design of support workflows according to strategic goals and aimed at customer excellence and world-class service experience.
•Ensures optimal operations and service processes that meet customer needs in terms of responsiveness, quality and cost.
•Coordinates collaboration with service leaders and key internal stakeholders to establish a transparent view on innovation towards optimising Service Operations.
•Coaches’ talent, and manages team, to develop capabilities and ensure performance at par with SLAs.
•Hire top quality resources with the right skills, competences and experience. 
•Implements ways to improve working processes within the area of service operations.
•Drives incident prioritisation, fault diagnosis and troubleshooting related activities and leverages service relationships to assure right first time and prompt restoration.
•Drives a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.
•Ensures that services are aligned to the client’s business requirements.
•Ensures adherence to all standards, processes, policies and work instructions as determined across the BT Group.

Essential Skills / Experience

•Strong experience in driving service quality through audits, governance reviews, root cause analysis, and continuous improvement initiatives to ensure high customer satisfaction and compliance with operational standards.
•Proven capability in managing technical support teams and overseeing day to day IT operations, ensuring stability, resilience, and effective service delivery across platforms and services.
•Extensive experience handling high severity incidents and customer escalations, ensuring timely resolution, effective stakeholder communication, and minimal service impact.
•Demonstrated strength in diagnosing complex operational issues, coordinating cross functional teams, and driving resolution with a structured and analytical approach.
•Experience supporting technology implementations and managing change activities, ensuring operational readiness, risk mitigation, and smooth transitions with minimal business disruption.
•Proven ability to build, manage, and sustain strong customer relationships, acting as a trusted operations partner and ensuring customer expectations are met or exceeded.
•Experience monitoring, managing, and improving SLA performance through proactive trend analysis, reporting, and corrective actions.
•Solid grounding in service management principles, including incident, problems, and change processes, with a focus on operational excellence and customer outcomes.
•Balanced decisionmaker with the ability to assess risk, customer impact, and operational priorities under pressure.
•Demonstrated commitment to inclusive leadership, fostering collaboration, engagement, and accountability across diverse teams.
•Proactive in identifying opportunities for process improvement, team development, and personal skill enhancement to drive long term operational maturity.
•Experience operating in fast paced, high pressure environments, managing incidents, escalations, and service performance concurrently.