Hi, I’m Phil Redhead, and a Client Services Manager supporting BT’s Central Government customers. I’m accountable for all of BT’s service and delivery outcomes for a number of customers running Critical National Infrastructure for the UK – looking after all the services underpinning such secure systems for passports, UK Border eGates, police finger-print, and terrorist/nuclear/bio-hazard material scans. I act as the senior customer champion back into all of BT’s managed services teams, whether it’s the first line operational service desk, or our internal and external delivery partners, like Openreach, for installation or repair activities.
We chatted with Phil, one our Client Services Managers in Enterprise.
Who are you and what do you do?
How did you decide on a career in Manage Service Government?
I have had a wonderful and varied career with BT since I joined the business as a Graduate (many moons ago). I have sought new roles within the company that has challenged me, and grown the skills and experiences I can use with BT’s customers within the UK and Globally. Whether in sales, resource management, operations, project delivery, and now customer service. BT has enabled me to also work across different markets like financial services, technology, and commercial organisations of national significance like National Trust and Royal Mail Group. Naturally when the opportunity arose within Managed Service Government, the challenge and excitement of a completely new market area was a big draw; as was the ability to utilise my existing skills to improve customer satisfaction in a different environment.
What do you love about your role?
I love the variation of my role – every day, week or month is different. As I respond to customer demands or issues, my well laid plans for a day can “go out the window”, as BT needs to react urgently to something unforeseen. Likewise seeing the fruits of your labour being utilised by your end customers - I may have “only” worked on the design, delivery, and installation of communication infrastructure in a company’s Canary Wharf HQ; but knowing that this was done in a professional, collaborative and timely manner provides a sense of pride – especially when it also enabled the on-top Royal opening of the building by Her Majesty The Queen!
Tell us a fun fact about yourself
BT is a very socially conscious place, and they welcome both informal and formal support of local and national volunteering schemes; the skills I have gained in BT has contributed in my role as a local school Governor; as a former helper in the Scouting Association, and is even as varied as heling our with manual labour in the upkeep of a National Trust property as part of team building; I’ve not yet faced the challenge of abseiling down the BT Tower...but I could be persuaded for the eight cause!
What would you say to someone considering a career in Managed Service Government?
I very much recommend anyone considering a career with BT – as a new starter apprentice, or Graduate, through to more seasoned professionals, and even veterans from all of the Forces; there is always space here to learn new experiences, utilise your transferable skills, and bring your own background to what is an ever changing dynamic marketplace.