Customer Operations Manager - Incident & Service Operations

Customer Operations Manager Job Req ID: Posting Date: Function: Location: Salary: About the role This role is IC Manager role. 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 People Skills & Competence development at par with business requirements What you’ll be doing Act as the single point of ownership during high-impact incidents , making real-time decisions to stabilise services and minimise customer disruption. Drive proactive incident prevention through trend analysis, repeat incident elimination, and problem management alignment. Build and maintain strong stakeholder relationships with customers, internal service lines, and support teams to ensure aligned service delivery. Lead operational governance forums (daily/weekly reviews), providing insights on performance, risks, and improvement plans. Ensure effective escalation management , removing blockers and expediting resolution across cross-functional teams. Drive data-led decision making by leveraging dashboards, reporting, and operational metrics to identify risks and opportunities. Champion a culture of accountability and ownership within the team, ensuring clear roles and responsibilities during incidents. Identify and implement process simplification and optimisation initiatives to reduce handling time and improve efficiency. Ensure knowledge management maturity , driving adoption of knowledge articles, playbooks, and standard runbooks. Support audit and compliance requirements , ensuring processes and documentation meet organisational and customer standards. Act as a change enabler , ensuring operational readiness and minimal disruption during process, tool, or organisational changes. Drive customer experience improvements , incorporating feedback and insights into operational enhancements. Collaborate with cross-functional teams to improve upstream/downstream dependencies , reducing incident recurrence and delays. Essential Skills / Experience Core Experience Proven experience in Service Operations / Incident Management within a 24x7 environment. Demonstrated ability to work with cross functional teams. Experience handling high-severity incidents and service outages in complex, customer-facing environments. Exposure to multi-service environments (data, voice, security) with an understanding of Service relationships / interdependencies. Technical Capability Strong understanding of network fundamentals and data infrastructure (routing, switching, connectivity, basic troubleshooting). Ability to interpret technical issues and translate them into business impact for stakeholders. Familiarity with incident management tools, monitoring platforms, and ticketing systems. Operational & Analytical Skills Strong ability to analyse operational data, identify trends, and drive improvement actions. Experience in managing KPIs/SLA performance and driving corrective actions. Ability to prioritise effectively under pressure and make sound decisions during critical situations. Focus on continuous improvement, efficiency, and process optimisation. Leadership & Behavioural Skills Strong stakeholder management and communication skills, with the ability to influence at multiple levels. Ability to lead through ambiguity and high-pressure situations with a calm and structured approach. Proven capability to build high-performing teams. High level of ownership, accountability, and customer focus. Desirable Skills / Experience Our Package With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society. Experience Level Mid Level