Service Governance & Insights Specialist

This role sits within the Service Governance & Insights capability, helping governance, assurance and performance insight across service operations. The role will help make service standards, policies and operating controls visible, knows and consistently followed across delivery teams.As a Career Level D specialist, you will manage governance and insight workstreams for critical service deployments and operational capabilities. You will work with service, operations, application, supplier and leadership stakeholders to improve readiness, service performance, compliance, customer help and ongoing service innovation.The role helps BT’s priorities by strengthening service assurance, improving the quality of decision-making through data-led insight, identifying automation and tooling opportunities, and helping teams deliver reliable, compliant and customer-focused services.

Contribute to the design and delivery of service governance frameworks, standards and leading practices across operating teams.

Manage one or more Service Governance & Insights workstreams for critical deployments, ensuring customer assistance readiness and service innovation are progressed.

Design and maintain assistance, governance and customer-operating models that are clear, practical and fit for operational use.

Facilitate structured discussions with stakeholders to define future help, governance vision, priorities, risks, impacts and decision points.

Identify service improvement opportunities using service performance data, operational metrics and stakeholder feedback, then drive actions through to implementation.

Identify automation, tooling and monitoring opportunities that improve service governance, operational efficiency and control effectiveness.

Help active risk management by analysing issues, informing insights and helping senior leaders make informed decisions across service disciplines.

Mentor colleagues and share knowledge to improve the team’s capability in service governance, service assurance and insight-led delivery.

Track emerging trends, changes and best practice in service governance and translate these into practical improvements for the team.

Contribute to the definition, documentation and continuous improvement of Service Operations processes, procedures, system requirements and tool requirements.

Experience in service governance, service management, service assurance or operational governance within a technology or telecoms environment.

Strong understanding of service performance, service metrics, operational controls, policies, standards and governance frameworks.

Ability to use data and insight to identify service improvement opportunities and explain priorities clearly to varied stakeholders.

Experience managing workstreams across multiple teams, including operational, supplier, technical and leadership stakeholders.

Good knowledge of service readiness, support models, risk management, audit/compliance expectations and continuous improvement practices.

Strong communication proficiency, with the ability to produce clear summaries, governance updates, actions and decision papers.

Confidence working in the India shift pattern of 09:00–17:00 IST and collaborating with UK and India stakeholders as required.

Experience with reporting and dashboarding tools such as Power BI, Excel, ServiceNow or equivalent service insight platforms.

Exposure to IT audits, regulatory compliance, SLA management, quality assurance or technology governance activities.

Knowledge of automation, monitoring, service tooling or operational process improvement initiatives.

Relevant certification or training in ITIL, service management, data analysis, audit, compliance or continuous improvement.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.