What you will be doing (Role Accountabilities)
- Work across various delivery methodologies (C2M, Agile, NRB, Hybrid), combining structured process design with Agile delivery execution
- Self-manage portfolio developments and launches to meet time, cost, and quality targets
- Lead and support squad delivery on a day-to-day basis, ensuring alignment with roadmap, timelines, and budget constraints
- Design, build, and present E2E operational process models (as-is and to-be), including impact analysis and optimization opportunities
- Identify pain points and drive improvements to customer and operational experience
- Facilitate Agile ceremonies including sprint planning, daily stand-ups, retrospectives, refinement sessions, and demos
- Actively contribute to backlog management, working with Product Board and Jira to track epics, features, requirements, and risks
- Shape business requirements, user stories, and acceptance criteria in collaboration with business and technical stakeholders
- Provide validation of delivered requirements, including first-level acceptance and operational readiness
- Identify risks, issues, and dependencies, ensuring visibility and driving mitigation across squads and stakeholders
- Challenge unmitigated risks, defects, and delivery blockers in an objective and solution-focused manner
- Partner with internal and external stakeholders, including suppliers, to resolve delivery challenges and ensure successful outcomes
- Manage virtual team interactions and escalations to maintain delivery momentum
- Drive collaboration across squads and tribes, ensuring dependencies are effectively managed
- Foster a high-performance, continuous improvement culture within the squad
- Support operational readiness through development of procedures, artefacts, training needs, and validation scripts
- Ensure ARIS process models are created, maintained, and published in line with quality standards
- Provide post-launch hypercare support and monitor feedback loops for continuous optimization
- Input into resource planning, estimates, and roadmap sizing
- Provide regular reporting on delivery progress, ensuring transparency and enabling timely stakeholder intervention
What you'll need to succeed (Skills & Experience)
- Independent thinker, comfortable working in ambiguous environments and driving clarity
- Strong problem-solving and analytical skills, including requirements elicitation and process optimisation
- Ability to balance strategic thinking with hands-on delivery execution
- Excellent stakeholder management and communication skills, with the ability to influence at all levels
- Proven ability to work collaboratively across business and technical teams
- Strong Agile delivery experience, including facilitation of Scrum ceremonies and managing squad execution
- Experience delivering complex and/or time-critical projects, including working with virtual teams
- Process design expertise, including BPMN modelling, as-is/to-be analysis, and operational workflow design
- Knowledge of BT product portfolios and access technologies (preferred)
- Strong commercial awareness, balancing delivery outcomes with business benefits
- Good time and risk management skills, with the ability to proactively identify and resolve issues
- Experience with tools such as Jira, Product Board, ARIS (and ideally Mural)
- Ability to drive continuous improvement and identify business improvement opportunities
Mandatory:
• Process design experience (BPMN modelling, requirements capture, process analysis)
• Knowledge of data networks and technology
Preferred:
• Experience in Agile and Waterfall delivery methodologies
• Experience in operational process modelling across sales, delivery, and in-life support
• Understanding of customer experience frameworks (e.g. personas, moments that matter, NPS)
• Experience working with BI or continuous improvement initiatives
