BT Operate

BT Operate encompasses significant pools of expertise, around 13,500 world-class professionals in more than 20 countries, across a broad range of IT and web-based disciplines. Here’s a brief overview of our structure and the areas we recruit into:

Lead-to-cash: The lead-to-cash customer experience goes from initial contact, to sale, to service delivery, to payment collection. The lead-to-cash unit within BT Operate is responsible for the service fulfilment of BT’s products & services globally.

Trouble-to-resolve: The trouble-to-resolve customer experience goes from problem identification to resolution. This unit is responsible for ensuring, as far as possible, fault free operation of customer service, supporting BT infrastructure/applications and making sure that where faults do occur, service is restored quickly and reliably.

Operational integrity: Responsible for the data operations centres, IT operation centres and security operations within BT. As well as providing data hosting services for BT’s customers, this unit also runs BT’s internal customer data systems and power bt.com.

Field engineering: Responsible for efficient, fast, high quality and reliable execution of field tasks as per the required specification and instruction.

Large-deal shared service operations: Responsible for delivering a competitive set of propositions within integrated service management architecture for any complex ring fenced contract.

End-to-end testing: Provides end-to-end (E2E) testing in close collaboration with BT Design. They work with the other BT lines of business (including customer experience testing) to execute the E2E tests. They are the final quality gate before new products and services go live.

Business operations and transformation: Includes business planning, operational supply management and also shared support resources for other units. It is responsible for delivering BT Operate's transformation change agenda, improving processes and operations for our internal partners to meet external customer needs.

21CN implementation: Responsible for the physical build, migration and the operation of the global 21CN platform. This team has a dotted reporting line to the 21CN Core Service Design team in BT Design.

21CN core service design: Sitting within BT Design the team works jointly for the CEO of BT Design and BT Operate. Its three responsibilities are:

• End-to-end (E2E) programme management and delivery of the converged core programme (architecture, design, plan, build, deployment and customer migration) on behalf of the CEOs of BT Design and BT Operate
• A single point of programme coordination and communications for the totality of the 21CN programme - (converged core, remaking the portfolio and 21CCE)
• The design and delivery of all 21CN network components relating to BT design's calendar of commitments