.TITLE **Service Management Specialist**Location: Mexico City**About BT**: BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.We are now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we are on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.So, if you are interested in the power of potential, why not join us today and release yours?**About the role**: This role is a vital part of the management team for BT's broader Global organisation.This role leads Global's Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience.Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office, and the customer. Responsibility for maximising the value derived from the services.**You'll have the following responsibilities**:- **To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.**- **Proactively identifies opportunities for improvement and transformation across the account(s) to maximise value and customer experience**- **Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations**- **Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict.**- **Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team
