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Senior Service Manager - Online (BBC Design & Engineering)
BBC
Salford, , United Kingdom
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Job Introduction
How would you like to work with the world’s leading broadcaster?
BBC Design & Engineering (D&E) provide industry-leading digital services to BBC News, World Service, Radio, Content, Nations and English Regions. Providing critical services to these world famous industry leaders, we are proud to be an integral part of the most renowned broadcasting and media organisation in the world.
Working within a dedicated Service Management team, the Senior Service Manager is responsible for making sure that the online services meet the high standards required, and that the rapidly evolving needs of the BBC and our online audiences can be accounted for. Whether it is providing services to enable BBC Sport to cover the Athletics World Championchips, to ensuring that the audience voting for Strictly Come Dancing works seamlessly, you would be key to ensuring that these commitments to our audiences are met.
Working in the BBC’s flagship purpose-built campus in Media City Salford, you would be at the heart of the action, spending time in our world leading Sport news room, studios, production floors and galleries, with the most creative technical minds in broadcasting, with the opportunity to progress your career through the wider Design & Engineering Division.
Role Responsibility
As a Senior Service Manager, you will:
• Be responsible for the services delivered by BBC Digital to BBC stakeholders. These stakeholders are a mix of editorial, managerial colleagues and service users at the ‘coal face’. Drawing on the support and expertise on the services from within the team and from teams in the wider D&E Division
• Facilitate an effective relationship between BBC Digital teams and external service providers. Many of the BBCs online services are provided by expert capabilities within Digital. Some are provided by 3rd parties.
• Work with a small dedicated service management team, including a Principal Service Assurance Manager and other Senior/ Service Managers in Salford and London. And other Service Management team members in the wider team.
• Collaborates with fellow Senior Service Managers to support the wider BBC customer community
• Act as a point of contact for the customer to go to with online service issues, queries and request for help. Service as a conduit into other expertise and resource within the BBC Service Assurance team and wider D&E.
• Play an active part in major incident management, and post incident activities such as post incident review and reporting. Managing major service impacts is an important part of the job. Making sure they never happen again even more so.
• Develop an in-depth understanding of BBC customer Divisions business drivers, processes, user communities and organisational structure. You will have every opportunity to be immersed in their operation.
• Develop an in depth understanding of the catalogue of services consumed by BBC customer Divisions.
• Run service reviews and other meetings with BBC Digital delivery teams, customer stakeholders and 3rd parties. Spending quality time with all of these groups is a major element of the role.
• Provides feedback to Principal Service Managers on the status of the business, the services and to what
• Jump on issues and resolve them quickly. Resolving issues is a key part of the role.
• Help BBC customer Divisions to articulate new requirements, and ensure that D&E step up to meet those requirements. The BBC is a constantly changing organisation and online services continue become more and more of a dependency for our audience facing services.
• Make things better! You are responsible for reviewing and improving the online services used by the BBC
The Ideal Candidate
• Have experience managing technical services in medium or large scale organisations
• Enjoy forging strong productive relationships with stakeholders, colleagues and users in the pursuit of delivering high quality services whilst maintaining service targets
• Are service-oriented and apply yourself in a professional manner to deliver the best service experience possible
• Have a passion for technology and technology services and you are keen to learn about the production and online technologies that drive the BBC. You enjoy working with techies and engineers, proficient at translating their language into business language
• Are calm, collected and methodical when faced with a major incident. The breadth of the technology landscape is significant at the BBC and sometimes, things go wrong. You are able to marshal resources, manage concerned stakeholders and make recovery decisions under pressure
• Enjoy asking questions and getting to the bottom of things. You are not afraid to keep asking questions until you have a full understanding of the situation and orchestrating the right resources to resolve issues and problems
• Enjoy the buzz of life in the fast lane and are conscious of the importance of deadlines in the broadcasting world, where the show must go out at the scheduled time no matter what!
• Are resilient and positive, able to set boundaries without appearing obstructive. You are able to collaborate with people who may have differing objectives or priorities, aligning people to work together to a common goal
• Are an excellent communicator. From 1 to 1 conversation with colleagues, clients and stakeholders, to presenting complex ideas, data and hard facts to larger groups, you thrive on this and are not put off by the idea of standing up before an audience
Role is Salford based with regular travel to client sites across the UK
Professional qualifications required: ITIL V3 Foundation