Service Assurance Specialist

About the role

The Service Assurance Specialist will own end‑to‑end assurance for BT’s Ethernet, Direct Internet Access, BTnet, IP Connect, Optical and Mobile Backhaul services. You will manage in‑life issues, drive resolution and ensure product health across both Trouble‑to‑Resolve (T2R) and Lead‑to‑Cash (L2C) journeys.

Key responsibilities

• Coordinate, resolve and perform root‑cause analysis of in‑life incidents across BSS, OSS and network layers.
• Define, monitor and govern product health KPIs such as service availability, MTTR, change success and security.
• Identify and implement continuous‑improvement opportunities for L2C and T2R processes.
• Support network leadership on customer bids, product launches and technical delivery.
• Mentor team members, champion inclusion initiatives and ensure compliance with ISO‑27001 and Business Continuity standards.

Required profile

• Strong understanding of Ethernet, Dedicated Internet Access, BTnet, IP Connect, Wholesale Mobile Connect and Optical services.
• Hands‑on experience with the supporting platforms (Converged Core, WMC, IPP) and access technologies (EAD, OSA, FTTx).
• Working knowledge of OSS/BSS systems used in L2C and T2R journeys.
• Operational acumen to break down complex issues and drive effective solutions.

Required skills

• Ethernet
• Direct Internet Access
• BTnet
• IP Connect
• Optical transport
• Mobile Backhaul
• OSS/BSS platforms
• Converged Core
• WMC
• IPP
• EAD
• OSA
• FTTx
• ISO‑27001 compliance
• Business Continuity Management

What we offer

• Competitive salary and comprehensive benefits package
• Hybrid working model – 3 days in office, 2 days remote
• Opportunities to influence large‑scale UK network services
• Professional development and mentorship programs