Darlington Senior Manager, Service Operational Communications DL1 4YB

Job description

The Senior Manager, Internal Communications for Service is the strategic communications business partner to the Service and Business Operations Managing Director. This is a high-impact role at the heart of one of BT Business's largest and most operationally complex organisations. You'll shape how thousands of colleagues understand the business strategy, connect to customer priorities and engage with the transformation of Service. Acting as a trusted adviser to senior leaders, you'll develop compelling narratives, provide strategic communications counsel and lead communication strategies that drive understanding, engagement and performance. Working closely with leaders across Service, HR, Transformation and the wider Business Internal Communications team, you'll champion creative, audience-led communications, using storytelling, events, digital channels and emerging technologies to create engaging colleague experiences. You'll also lead a small communications team, building capability and delivering measurable business impact. This is a unique opportunity to shape communications for one of the UK's largest service organisations as it continues its transformation through technology, AI and operational change. What you’ll be doing Act as the lead internal communications adviser to the Service and Business Operations MD and leadership team. Develop and deliver the communications strategy for Service, aligned to business priorities, customer outcomes and the wider Business narrative. Shape compelling narratives and communication plans that support business performance, colleague engagement and transformation. Provide strategic communications counsel, challenge and insight to senior leaders. Lead communication activity across key business, people and transformation programmes. Build leadership communication capability through coaching and support. Lead, coach and develop a team of communications professionals, driving high performance and continuous improvement. Own the governance, planning and channel strategy for Service communications, ensuring communications are coordinated, effective and aligned to brand standards. Use insight, sentiment and engagement data to measure effectiveness, optimise engagement and inform decision-making. Essential Skills / Experience Significant experience leading internal communications within a large, complex organisation. Experience partnering senior executives and leadership teams, providing strategic communications counsel and influence. Outstanding storytelling skills, with the ability to translate complex issues into clear, compelling communications. Strong leadership, stakeholder management and decision-making capability, with the ability to build high-performing teams, develop capability through others, and thrive in a fast-paced, evolving environment with resilience and sound judgement. Desirable Skills / Experience Excellent judgement, resilience and stakeholder management, with the ability to thrive in a fast-paced and evolving environment. Strong commercial acumen, with the ability to connect communications to business priorities and outcomes. AI and Digital 1st, focussed mindset to deliver outcomes. Experience in Telecoms or similar regulated industry and B2B similar scaled environments. Our Package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: • Company car scheme (or cash alternative) • 15% on target annual bonus • Private healthcare for you and your family • Access to an online private GP 24/7 for you and your immediate family • Market-leading paid carers leave with up to 2 weeks off • Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay • Discounted EE and BT products, including mobile and broadband • Market leading Pension scheme – 5% from you and 10% from us • Holiday purchase scheme You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention. We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market. With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with. If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment. Apply Now Start applying with LinkedIn Please wait... Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. ©BT Group 2026 Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data centre "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimising video performance or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Co