Duty Jeopardy Lead (Exeter (R620), Exeter, United Kingdom)

Job Req ID: 48226

Posting Date: 12/08/2025

Function: Business

Location: Exeter

Salary: Competitive + Benefits

This role requires NPPV3 (Non-Police Personnel Vetting Level 3) clearance. To be eligible, candidates must have been continuously resident in the UK for the past three years.

Why This Job Matters:

This role holder we be responsible for supporting the service desk with support, training, escalation and innovation. This supports smooth operational performance while actively looking to improve it. This role supports operational policing to ensure we BT deliver the high standard expected and ensure smooth operation a key public service.

The role holder will build and maintain strong working relationships with global resolver teams and escalation teams to help aid the timely resolve for live incidents. The role holder will also play an integral role working alongside end customers and internal customer facing teams, in order to make sure the end end customer experience is to the standard expected.

What Youll be Doing:

• Work alongside Service Desk management and senior

management teams to highlight priority faults that need close attention.

• Proactively communicate with end customers, participate and schedule bridge calls during high profile incidents. Ensure end-end customer experience is to a high standard.
• Build great working relationships with internal and resolver teams to aid incident escalations and resolution to support teams or 3rd parties as necessary.
• Contribute to knowledge documentation activity.
• Meeting SLAs as defined in the customer service delivery manual.
• Act as the major incident manager in absence of the 24/7 operations manager.
• Track resolution, capture lessons learnt within post incidents reports and work alongside relevant teams to correct these in order to maintain great customer experience and improving operational standards.
• Manage, Drive and influence all operational teams to ensure high quality, excellent delivery of in life contractual SLAs & operational obligations.
• Support the 24x7 team with training, challenges and improvements.
• Working closely with the 24/7 operation manager to support implementation and future operational direction.
• Requirements to be on-call for operational support, decisions and progression.
• Operate within agreed security frameworks and adhere to all company policies and process.

Skills We Require Of You:

• Work well under pressure of managing high priority tickets and supporting the desk all with contractual SLA.
• Strong operational experience and in-depth knowledge of managed services operating models.
• Strong stakeholder management experience within BT and customer cliental at Senior/Middle Mgt layers.
• Ability to follow well defined procedures and attention to detail.
• Adaptability, flexibility to changes in working practices and requirements.
• Competent Communication skills: ability to translate technical into non-technical at all levels internally and externally.
• Self-motivated, reliable and professional
• Able to multi-task and respond to changing priorities.
• Capable of planning their own work and meet deadlines.
• Excellent attention to detail to be able to follow work instructions in a careful and diligent manner.

What wed like to see on your CV:

• Previous operational experience within a service desk.
• Having previous experience with managing high priority incidents and keep key business areas updated is advantageous.
• Experience in dealing with both internal & external customers at various levels.
• Operational background, with excellent customer facing skills.
• Ability to translate technical information into stakeholder business speak, highlighting risk & action plan to address.
• ITIL process experience and knowledge
• Be responsible for process briefing/training where required
• Previous experience of owning Innovation and a proven track record of success in doing so.

Must have the ability to gain National Security Vetting clearance to SC level + customer specific extensions, which requires residence in the UK for a minimum of 5 years.

Your Benefits:

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. Its for all parents, no matter how your family is made up.
• Enhanced womens health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carers leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.

Flexible Working BT have moved to a hybrid working you can work from home 2 days per week. This means youll be at your contractual location 3 days a week.

Part time and job-share considered

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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. Weve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

Were a global 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 its not just the technology that matters, its what it can do to help them build stronger, smarter, more secure businesses.

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.

A FEW POINTS TO NOTE:

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

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.