Garry Osborne

Service Manager, Technology @BT Group

As a Service Manager in BT’s Technology Services Organisation, I am committed to finding ways that improves the customer experience. That’s why in 2017 I embarked on a journey that has delivered a simple but effective mechanism for making visible the provisioning of mobile services for the EE line of business, incorporating BT, ASDA and Virgin MVNO services, across Consumer, Corporate, Wholesale and Machine to Machine business channels. Faced with significant change that has been crucial in EE’s drive to maintain its leading position in the UK telecoms market, I have been able to identify and deliver improvements in transactional based processing that has seen a sustained increase in measurable performance whilst increasing service stability and realising the benefits of the lowest recorded incident rates. The direction, support and encouragement I have provided to virtual teams across multiple suppliers has helped EE reduce negative customer interaction and complaints and contributed to improved customer satisfaction results.