Service Delivery Partnership Specialist

About the role

The Software Engineering Specialist independently executes advanced activities to deliver the engineering strategy and roadmap that supports BT's commercial strategy through cross functional business partnering and the participation of a team that pursues innovation as well as engineering excellence.

What you’ll be doing

1. Delivery & Programme Management
• Own end to end delivery outcomes across multiple squads, ensuring predictable execution aligned to quarterly commitments.
• Actively manage dependencies, funding changes, and priority shifts, making clear trade offs when conditions change.
• Apply BT’s Ready–Set–Go delivery model to balance speed, quality, and operability.
• Take accountability for missed commitments, resetting plans and improving delivery approach cycle to cycle.

2. Governance & Decision Making
• Lead effective use of delivery, architecture, and assurance governance, ensuring forums drive decisions, not just updates.
• Escalate risks and high impact decisions at the right moment, even when delivery status appears “green”.
• Ensure governance enables flow while meeting security, assurance, and compliance requirements.
• Set clear release expectations and approve progression into “Go” based on readiness, risk, and CX impact.

3. CX Experience Reporting & Insight Led Leadership
• Own Colleague Experience and delivery reporting across the tribe, ensuring insights lead to action.
• Link OKRs, delivery metrics, adoption data, and CX outcomes into a single narrative.
• Challenge teams when delivery is on plan but Colleague Experience outcomes are flat or declining.
• Tailor reporting clearly for ExCo, tribe leadership, and squads, focusing on decisions and outcomes, not volume.

4. Adoption & Change Management
• Drive adoption of new capabilities, reducing reliance on legacy behaviours such as calls, emails, or local workarounds.
• Measure adoption beyond usage, focusing on behaviour change, flow efficiency, and outcome realisation.
• Work with senior leaders to actively sponsor and champion change, not just approve it.
• Intervene when delivery completes but adoption does not, adjusting approach quickly.

5. Finance & Value Realisation
• Translate delivery outputs into measurable financial value, including EBITDA, cost to serve, and productivity gains.
• Track benefits realisation and challenge assumptions where expected value does not materialise.
• Make informed trade offs where cost efficiency and colleague experience compete.
• Stand behind clear financial and value metrics at ExCo and leadership forums.

6. Stakeholder Engagement & Influence
• Build strong relationships across Product, Operations, Finance, Architecture, and Technology.
• Manage conflicting priorities and unblock progress through influence, not hierarchy.
• Address hidden resistance where agreement exists in forums but delivery stalls outside them.
• Communicate clearly and transparently, especially when prioritisation decisions are difficult.

7. Culture, Ways of Working & Tribe Health
• Build a culture of accountability, trust, and continuous improvement without fear or blame.
• Role model behaviours aligned to the BT values and delivery expectations.
• Identify and address burnout, delivery fatigue, and anti patterns early.
• Foster a high performing, inclusive environment where teams understand the “why”, not just the “what”.

Essential Skills / Experience

• Significant experience in delivery and programme management within complex, multi team environments.
• Strong understanding of CX led transformation, adoption, and behavioural change.
• Proven ability to operate effective governance and assurance without slowing delivery.
• Experience translating delivery into financial and operational outcomes.
• Excellent stakeholder management and communication skills.
• Ability to lead through influence, ambiguity, and change.

Desirable Skills / Experience

• Experience working within Tribe / Agile at scale models.
• Background in Digital Workplace, IT Support, or ServiceNow enabled environments.
• Experience presenting to ExCo or senior leadership.
• Familiarity with change and adoption frameworks at enterprise scale.