Americas Region Lead & US Supplier Perfomance Management

Job Req ID: 36408

Posting Date: 13 Aug 2024

Function: Business Operations

Unit: Business

Location:

8951 Cypress Waters BLVD., Dallas, United States

Salary: Competitive

Location: Dallas

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading resource.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

Why this job matters

The Supplier Management function is key to control our third party vendors’ operational performance through first class measures and reports, the Regional Lead will have the responsibility to drive best class Supplier improvements, will control costs leak and support his Team of SPMs building partneship with all the Supplier in the Region

To provide insight for optimum supplier selection to maximize BT’s opportunities in each region.

To mitigate cost failure, optimise and create a competitive advantage for BT through supplier optimisation.

What I'll be doing - your accountabilities

• Lead a team of Individual Supplier performance managers and professionals, responsible for Region specific Supplier, Performance Versus SLA’s and meet Operational KPI targets​

• Good understanding of Operational processes i.e. Service Operations and Service Delivery.​

• Able to operate and influence at senior levels both internally and externally.​

• Strong Communication skills, with the ability to create clear strategic goals and direction, aligning the team whilst motivating/ empowering matrix teams to deliver.​

• Strong organisational skills, to manage conflicting demands on time by taking a ruthless approach to prioritisation. ​

• Strong negotiation skills. ​

• Build and maintain relationships with suppliers at a regional and global level, and also Improve our customer satisfaction (NPS score).​

• Develop a supplier strategy and initiate Service Improvement Plans to ensure they meet the expectations, drive continuous improvement activities with the suppliers, to maximize their performance beyond contractual obligations

• Report the respective supplier performance and risk metrics to the wider BT business.

• Suggest and implement best practice between the BT Operations and Supplier operation teams to improve upon transactional performance within both organizations, identify Service Level Agreement gaps between existing supplier contracts, BT Service Catalogue and contract obligations with critical BT clients, negotiate with Procurement to ensure performance

• Mitigate cost of failure and create a competitive advantage for BT through supplier optimisation

• Partner with the operational Directorate teams to ensure solid escalation, risk and issue management is in place and understood for each supplier via the global escalation process

• Accountability for operational supplier performance

• Accountability for reporting to business on supplier capabilities and risks

Skills required for the job

• Ability to provide high level strategic, analytical and innovative thinking

• High level of influencing and negotiating

• Leadership; capability to lead senior teams, not necessarily with line management control, from across the BT community

• People Management

• Self-Motivated

• Ability to effectively communicate and work with all levels if management including Executive

• Innovation & Foresight

• Language: Native English mandatory, other language is an advance

• Ability to embrace and adapt to change

Experience you would be expected to have

• Senior leadership of cross functional teams in a global environment inclusive of Operations, Finance and Customer Service

• In depth knowledge of the global Telecommunications industry inclusive of products, services, best practices and overall landscape

• Relationships with Telecommunication suppliers within the assigned region with a keen understanding of the culture within their organizations

• Experience in managing and maintaining Customer Satisfaction

• Managed large scale improvement programs with Executive sponsorship

• Significant contribution to transformation activity in underdeveloped markets

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.

This opportunity is eligible for an annual bonus and a competitive base salary.

This opportunity is eligible comprehensive benefits including the following: Medical, Prescription, Vision & Dental Insurance offered (for employee; employee + children; employee +family); HSA or HRA Plan depending on medical plan; Retirement Savings Plan 401(k); ESPP; Employee Assistance Program; Life and AD&D Insurance; Short and Long-Term Disability; Dependent Care Flex Spending Account; Commuter benefits; Wellness and Rewards program; Work/Life Balance/ annual time off summarized:

• 11 US holidays

• 3 weeks of vacation (Additional time is accrued during service with BT up to 5 weeks total) • 7 days sick time

• 5 floating holidays (to use as vacation/personal time off)

• 3 volunteer days

• Anniversary service splash– an additional week of vacation given every 5 years to use during that anniversary year

• Additional time off offered for bereavement, jury duty, parental leave (maternity & paternity – 20 days in addition to STD benefits), etc.

BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Existing authorization to work in the United States is required.

Relocation support for this position is not currently available.

Why this job matters

The Service Op. Specialist executes a range of workstreams in driving the operational enablement and readiness of services offerings and capabilities, ensuring that these services are delivered effectively and efficiently for clients by fulfilling user requests, resolving service failures, and fixing problems.

What you’ll be doing

1. Leads the creation of accurate and timely reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency.

2. Drives incident management, prioritisation and diagnostics related activities, logically troubleshoots complex customer issues or incidents, and escalates issues if necessary.

3. Drives a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.

4. Drives the implementation of tactical strategies and executes a supporting operational strategy.

5. Ensures that services are aligned to the client's business requirements.

6. Ensures adherence to all standards, processes, policies and work instructions as determined across the BT Group.

7. Monitors the operational effectiveness of support services, developing and implementing improvement plans and ensures that contractual and delivery documentation is maintained with accuracy and that details are kept up to date.

8. Influences impact of the business' direction through the development and evangelisation of innovative services or products.

9. Mentors other colleagues within the service operations team, helping to improve the team's abilities by acting as a technical resource.

10. Champions, continuously develops and shares with team knowledge on emerging trends and changes in service operations.

The skills you’ll need

Information Management

Communication

Technology Implementation

Continuous Improvement

Change Management

Problem Solving

Service Level Agreement Management

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Escalation Management

Incident Management

Decision Making

Growth Mindset

Quality Assurance

Inclusive Leadership

Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.