Technical Delivery Professional

Job Req ID: 33362

Posting Date: 14 May 2024

Function: Business Services & Operations

Unit: Business

Location:

25A DLF City Phase-III,, Gurugram, India

Salary: Competitive

Why this job matters

The purpose of the Technical Delivery Professional role is in scoping and the delivery of complex, high business impacting technical Solutions. This could be the delivery of a single complex technical solution within any of the large contracts or multi portfolio technical solutions (especially Voice/Contact Center/Collaboration technologies) within a sector. Technical Delivery Professional sits within the Service Transition – Global Program & Project Management organization and is responsible for the overall delivery of technical solutions throughout the program lifecycle. Specifically this role is accountable for:

• Proactively engaging across multiple teams, including external suppliers during WNB, T&T and In-life phases to ensure that a plan for delivery of all items in scope are agreed and committed to

• Engaging with clients and suppliers (Internal & External) at a senior level, including internal stakeholders to do effective stakeholder management.

• Pre-empt issues and identify a resolution that ensures commitments made to the business are maintained.

• Grasp opportunities to simplify /transform process across work area and teams using CI best practices.

• Challenging and tracking Technical Design and related delivery costs for technical solution deliveries

• Acting as the primary point of contact for any escalation across deliveries or work-streams, providing direction in resolving issues, escalations and ensuring timely resolution.

• Ensuring that the right skilled team members/delivery resources are engaged at the right time to meet the delivery commitments

• Manage all the risks associated with technical & project delivery

What you’ll be doing

Own the technical solution delivery as defined in statement of work (SoW)

Deliver requirements by ensuring production of a robust and fit for purpose design and delivery plans. Plans will include agreed and signed off E2E test strategy for technical solution.

Ensure all impacted teams(CS, T&SD, Service Assurance, CBS & Service Transition) review, size and commit to the delivery and costs of the design for the technical solution

Ensure effective reporting of the status of all technical solution deliveries into stakeholders

Ensure that a robust governance is in place to manage the stakeholder community on aspects related to technical solution delivery.

Ensure that the risks and issues around the technical solution delivery are identified and manged appropriately.

Engage with third party suppliers for timely delivery of components to meet technical solution requirements

Monitor and make recommendations and take any actions to address issues encountered during the design, build and various test phases of the technical solution delivery

Identify and implement changes to improve quality and reduce costs

Support Proof of Concepts/pilot and launch (go-live) plans

Manage RAG status and expectations of a delivery with relevant stakeholders

Run a regular project review forum with all stakeholders on Risks/issues/finances/ status/resources

Ensure that the technical solution/project delivered are handed over to operations right first time.

Support the PIR for the project and the technical solution delivery from any lessons learnt point of view

Senior stakeholder management (e.g. Director and above senior leaders from both BT as well as customer organisation)

Independently, set up, scope and establish medium to high complexity programme/ projects and governance structures.

Identify project scope creep primarily focussing on technical solution and mitigating the same as per guidelines.

Provide options for the recovery of the technical delivery failure including re-planning/rescheduling. Conduct high level review of the technical solution for adversely impacted deliveries.

Make decision on the affordability of technical delivery costs and challenge the costs/solution where appropriate.

Drive the discussion with stakeholders on requirements/affordability and make decisions around scoping.

Make decisions at technical solution delivery level to take away the complexity of the solution. Be a collaborator across various technical towers to simplify delivery of technical solutions.

Manage change control at technical solution delivery level and determine on acceptance or rejection of changes to an agreed technical scope. Ensure team (can be matrixed) runs effective delivery change control.

Manage escalations across Delivery, agreeing any changes with stakeholders, including managing new demand.

Skills and Experience Required

• Should have Minimum 8 years of experience into Technical Delivery and Contact Centre.

• Should have excellent understanding and knowledge of Next Generation Collaboration technologies like Avaya/Cisco/Genesys/Microsoft -Collaboration & Contact Center Portfolio both On-Perm and Cloud

• CCNA/CCNP/CCIE Voice or any other relevant OEM/Technology certification

• PMP/Prince 2 practitioner certified (Preferred).

• Sound knowledge of Enterprise/Service Provider network infrastructure and has proven experience in complex technical solution deliveries/ Technical Delivery Management.

• Hands on solution architecting experience in more than one technology along with commercial understanding preferred.

• Excellent communication, planning, stakeholder management & analytical skills.

• Should be able to work in different time zones.

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.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.