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Technology, Service and Operations

We're the internal technology unit responsible for delivering and operating BT's networks, platforms and IT systems.


We’re BT’s internal service unit, and we’re responsible for delivering and operating BT’s networks, platforms and IT systems.

We work closely with each of BT’s customer-facing lines of business to create new products and make sure that existing services evolve to meet the needs of their customers.

And we’re always looking towards the future – we manage most of BT’s research and development, and are responsible for BT’s worldwide patent portfolio of more than 4,500 patents and applications.

We’re continuing BT’s long history of innovation. In 1926 we held the world’s first two-way, trans-Atlantic conversation by radio telephone from our wireless station near Rugby. And in 1943, Tommy Flowers, working in the telecommunications division of the General Post Office (as we were at the time), developed the world’s first programmable electronic computer, Colossus.

In 1968, we installed the world’s first digital telephone exchange. We laid the world’s first, purpose-designed optical fibre submarine cable in Loch Fyne, Scotland in 1980.

We’re building on this great legacy to keep developing and delivering the technology that will allow BT’s customers to thrive in a fast-changing world.

How we’re doing

This year we’ve completed the rollout of our new Ethernet switches. They’re now installed in 585 exchanges so even more businesses can access BT Ethernet services.

We’re also embracing new technologies such as programmable networks. These deliver services faster and provide real-time visibility and control of a customer’s network. With the launch of Dynamic Network Services we’re offering these capabilities to BT Global Services’ customers.

We’ve also completed the first voice calls on our single fixed and mobile infrastructure which enables us to offer new converged services such as high-definition voice calling.

And we’re also responsible for managing the group’s energy consumption and for putting strategies in place to cut the group’s carbon footprint. This year we turned off some of the equipment in our PSTN network that we no longer needed, saving more than £1m in energy costs.

Technology, Service & Operations business structure

ceo image

Howard Watson


Howard Watson
Chris Cochrane
CTIO, Global Services
Chris Fowler
General Counsel
Fotis Karonis
MD Mobile and Voice Converged Services, CTIO EE
Greg McCall
MD, TV & Broadband
John Beswick
Karl Penaluna
MD, Dynamic Infrastructure
Mark Murphy
Mike Fox
CIO Group
Nathalie Vafiadis
CTIO Consumer
Neil McRae
Chief Architect
Rachel Higham
Tim Shaw
CTIO Enterprise
Tim Whitley
MD, Research & Innovation