ILS Manager

Recruiter: Krystle James

Career Grade: D

Internal Closing Date: 11/12/25

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance. An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact.

We connect for good.

You’ll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission‑focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people.

Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

The ILS Manager manages a team in delivering excellence in customer service delivery through the tactical delivery of issue resolution in parallel with a focus on activities and programs that enhance customer facing engineering capabilities. To manage and maintain the ILS function with a large complex Managed Service with accountability to Senior Manager – Specialist Services. To manage, coach, mentor, inspire and support the platform team through continuous improvement and influencing best practice;

providing feedback within the team to ensure that everyone is effective and inclusive and that there is a ‘One Team’ approach, creating a brilliant employee experience.

• Manage, grow and maintain ILS activities within the Managed Service within the Sector. Be technically current and competent in a wide range of technologies to be able to either design & develop and deliver ILS interventions, using the latest ILS strategies in line with the MoD Framework.
• Where appropriate manage, plan, and administrate complex ILS activities and strategies. Lead, create/develop strategy & policy and manage the ILS activities within the managed Service creating and managing the required documentation to support all of the above.
• Have strong collaborative leadership skills to create, develop and maintain the Managed Service; be agile in approach in maintaining strong strategy, objectives and goals in regard to the operational service lifecycle of large complex highly secure technologies, locations, platforms and solutions using the ITIL service operations model and skillsets in support of your senior manager.
• Champion and aid cost reduction within your area of responsibility as cascaded by your line of business as part of BT’s overall cost reduction strategy.

• Service Delivery
• Issue Resolution
• Stakeholder Management
• Quality Assurance
• Decision Making

MANDATORY – ITIL V4 Foundation or working towards accreditation.

DESIRABLE – ILS accreditations/courses in the following:

• Obsolescence Management
• Reliability, Availability and Maintainability
• Supportability Engineering
• NSN Training

• Competitive salary
• 10% on‑target bonus (depending on country based)
• BT pension scheme, minimum 5% employee contribution, BT contribution 10%
• On‑call allowance (depending on the re requirements of the role)
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World‑class training and development opportunities
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how…