Job Information

BT Patch Manager, Newmarket in Cheveley, United Kingdom

Patch Manager, Newmarket

Job Req ID: 7555

Posting Date: 24-Nov-2022

Function: Service


Cheveley, Newmarket, United Kingdom

Salary: Competitive

Location: Wider East Anglia/Newmarket

Job Description – UK Field Director

Job Details

Job title

Patch Manager

Reports to (job)

Regional manager

Business Unit



Dynamic Infrastructure, Engineering Services, Field


UK, any location

Job Dimensions


Full time

Direct Reports


Benefit Band


Why BT?

We’ve always been an organisation with purpose; we connect for good. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones that is known for doing things first and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Why Business Unit/Function

We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers. We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so. Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition. With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.

We will continue to focus on developing our converged network capabilities across fixed & RAN which will give customers seamless connectivity. Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat. In Networks, we’re creating an inclusive working environment where people from all backgrounds can succeed. We value different perspectives, skills and experiences.

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

The purpose of this this role is to lead a field team responsible for the build, maintenance, repair and transformation of our networks infrastructure. This includes BT’s most critical asset – its fixed and mobile networks – but also datacentres, third party PoP sites and our radio rigging masts & towers estate. This infrastructure is consumed by all market-facing units to deliver end service to customers. Demand is driven from multiple sources, is required on a 24 x 7 x 365 basis and covers 5500 UK exchanges, 3600 radio stations, 26 core EE sites and 10 strategic data centres across large and disparate geographic areas. The UK team consists of c1,200 highly skilled and experienced engineers and managers engaged in power, electronics, Data Centre and radio rigging across the UK, in addition this role provides the emergency response capability for BT, drawing on volunteers from across Group.

Key to success in this role is the effective engagement of engineering teams to instil pride, continuous improvement, and empowerment to manage and balance the operational risks relating to service delivery, cost, health & safety, legal and regulatory requirements. The role is also transformational and will be expected to drive the new converged network cloud capabilities upon which BT will build all its future network services – this means adapting to a hybrid, network, and IT, based estate with programmable rather than configurable components, and balancing legacy versus future demands

What I’ll be doing – your accountabilities

Skills required for the job

  • Responsible and accountable for the health, safety and wellbeing of their team. Required to be available to respond to any duty of care escalations.

  • Accountable for execution of work in their patch, balancing demand for legal, regulatory and compliance commitments with incident and repair activities to drive service performance

  • Accountability for the service performance of BT and EE telephone exchanges, radio stations and datacentres within their patch.

  • Responsible for delivering build programmes in their patch that deliver the next generation architecture to enable fibre cities, Ethernet, future voice, 5G and other key BT and EE deliverables

  • Required to be available and contactable (or ensure appropriate cover is available by exception) to respond to service incidents and perform the role of forward control point manager assessing and directing actions necessary for service restoration.

  • Directly responsible for their patch; an operating budget including TLC, consumables, T&S, training vehicles and other people related cost envelopes.

  • Responsible for all aspects of ISO14001 waste, fuel and emissions for all the exchanges & datacentres within their area.

  • Accountable for the physical state of the operational equipment in the buildings within their area – driving proactive resolution with BTFS to ensure of any building fabric risks and issues and ensure that flood defence and civil resilience plans are in place and robust.

  • Accountable and responsible for being the first point of contact for any customer complaints pertaining to the exchange, radio or datacentres.

  • Directs and manages complex monthly delivery plans, engaging, motivating, and mobilising their team around the plan to prioritise and ensure customer commitments are met and key programmes delivered.

  • Accountable for owning and delivering a training plan that ensures sufficient skills are available to meet demand.

  • Support the effective delivery of change programmes through collaboration, communication and engagement with field engineers and project teams.

  • Ensuring field-based teams adopt and demonstrate new practices/behaviours during and after change initiatives.

  • Responsible for the on-going success of change initiatives within their patch once project support concludes

  • Stakeholder Management: Able to establish and maintain internal and external stakeholder relationships and facilitates mutually beneficial negotiations to develop solutions

  • Inspiring and Engaging Leadership: Inspiring and engaging leadership capability which fosters a culture of empowerment, inclusivity, ownership and pride in the estate and the work we do.

  • One Team Approach: Demonstrating broad thinking and collaborative behaviour, working across boundaries and with other patches and regions to share knowledge and balance resources.

  • Communication Skills: Communicates effectively by delivering key messages in a way which makes information impactful and relevant. Creates a positive working environment by listening and engaging the team to contribute and participate in driving local improvement activities.

  • Problem Solving: Must be able to proactively solve business problems that deal with uncertainty e.g., demand profile planning including location, skill, and resource. Also, some problems will be multi-platform wide, impacting multiple services or cross-portfolio solutions.

  • Hold others to account: Ability to demand high ethical standards and values led behaviours ensuring the same understanding in their team. Able to call out misaligned or poor behaviours.

  • Business/ Financial acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).

Connected leaders’ behaviours

Experience you would be expected to have

  • Collaborative Partner

  • Customer champion

  • Team Coach

  • Knowledge and good understanding of networks and power architecture and typology.

  • Good knowledge and understanding of the H&S and environmental legislative and legal policies and compliance.

  • Have a proven track record of leading a front line 24/7/365 geographically spread and multi disciplined team.

  • Solid understanding of JR&AL processes, FPQ assessments and an appreciation of power technical competence certification.

  • Proven business leader, capable of operating effectively and collaborating across units at both an operational and business level. Influencing 3rd parties to deliver the desired outcomes.

  • Knowledge, experience, and application of continuous improvement methodologies to engage their engineers to present ideas and develop solutions.

  • Competent in ISO9001, ISO45001 and ISO14001 as well as IOSH and IPAF certifications (radio and rigging managers).

  • H&S as a priority –you’ll have a good knowledge of our key health and safety guidelines, and you’ll be able to demonstrate a good understanding of why we take health and safety extremely seriously at all times.

What we’d love you to bring to the role: 

  • A great attitude 

  • A love of the field and what it could be  

  • A love of transforming teams, ways of working, technology, and know-how to go about identifying those key changes, delivering them, and taking people on the journey with you 

  • Empathy – you are the type of leader who always listens 

  • Enough technology awareness to make your skills relevant

  • A focus on outcomes and a goody bag of techniques, tools, experience to help teams to continuously improve performance 

  • Resilience - you face into the hard things to improve things for the business and those around you 

Qualifications required in:

  • Detailed knowledge and understanding of the H&S and environmental legislative and legal policies and compliance. Competent in ISO9001, ISO45001 and ISO14001 as well as IOSH and IPAF certifications.

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're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're 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're interested in the power of potential, why not join us today and release yours? You can read more here aboutwhat it's like to work at BT ( .

Who is the BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..