Senior Service Manager - (Service Design) EXTEND

BBC • Salford, GB, M50 2QH • 6d ago

Package Description

Job Reference: 19486
Band: D
Salary: Up to £55,100 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
Contract type: Permanent/continuous
Location: London - Broadcasting House/Salford Dock House. This is a hybrid role and the successful candidate will balance office working with home working
Closing Date: 10th of March 2025

This role is advertised as part of our BBC Extend programme for disabled people. To apply for this role you should identify as deaf, disabled or neurodivergent and must meet either: the definition of disability in the Equality Act (2010), or the definition of disability in the Disability Discrimination Act (1995) if applying in Northern Ireland. You’re broadly defined as disabled under both acts if you have a physical or mental impairment that has a substantial and long-term negative or adverse effect on your ability to do normal daily activities. This definition includes both apparent and non-apparent conditions and impairments, and medical conditions such as Cancer, HIV or Multiple Sclerosis.

We are committed to making the process of applying for this role as accessible as possible. If you need to discuss adjustments or access requirements for the application process, or have any questions about our Extend programme, please contact the BBC Extend team via the shared mailbox.

The BBC are fully committed to providing workplace adjustments to help eliminate barriers in the workplace that disabled people face. To do this, we have our own dedicated BBC Access and Disability Service that provides assessments and support throughout employment with us. If you are successful in applying for this role and require workplace adjustments, we will work with you to get your adjustments in place.

If you’d like more information on BBC Extend, please visit the BBC Extend webpage.

We’re happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage.

Excellent career progression – the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.
Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
Benefits - We offer a negotiable salary package, a flexible 35-hour working week for work-life balance and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym. You can find out more about working at the BBC by selecting this link to our candidate pack.

If you need to discuss adjustments or access requirements for the interview process please contact the reasonable.adjustments@bbc.co.uk. For any general queries, please contact: bbchr@bbc.co.uk.

Freelancers

Freelancers are eligible to apply for an internal role if they are on a Worker Contract and they have worked continuously for 6 months. If they have worked for less than 6 months continuously or have a break of 3 weeks or more between engagements, they must seek Divisional HR approval to apply for an internal role prior to submitting an application. If they are unsure which contract they are on, they can speak to their booker or the HR BP, however if it helps - both a PAYE freelance or Modus Gross contract is considered a Worker contract and covered by the Worker terms found here.

Introduction

The Service Delivery and Compliance team sits at the heart of Technology Operations. We support the BBC’s output by providing a range of Service Management functions across a broad variety of technologies. What you do will have an impact on an audience of millions across the globe. Working closely with our digital product teams, broadcast engineers, and production teams, you will gain a unique insight into how the BBC operates behinds the scenes.

As a Senior Service Design Manager, you will be responsible for applying good Service Design practice across the Technology & Media Operations group. You will mature the existing Service Design processes through training, governance, and building relationships with key stakeholders and lead the adoption and implementation of those processes for new or changed products, platforms or services. This includes the development and maintenance of agreed Service Definition Documents, detailing the stakeholders, roles, responsibilities and support models amongst other key service architecture information.

Defining and documenting an agreed support model for each service is critical to helping our operational teams ensure a seamless user and audience experience. Working in a complex technology environment with both internal and external suppliers and stakeholders. Balancing delivery and operational needs, will provide a high degree of challenge for an experienced Service Design Manager to collaborate on and manage requirements that meet the best interests of BBC audiences.

This role will involve mobilising cross functional teams to determine support requirements, establish common support processes, design suitable support models, and achieve buy-in from all stakeholders before handing over to the Service Transition team for service acceptance into the live operational environment. You will be accountable for leading the creation of Service Definition Documents in collaboration, and with input from, delivery, operational, commercial and senior stakeholders across the business.

Interview process

Virtual interview – approx. one hour of process and values-based questions, including covering question provided in advance of interview.
Interviews will commence: 24th of March 2025*this is subject to change

Main Responsibilities

•   Own, lead and deliver Service Design activities across a portfolio of projects covering products, platforms and services across Technology & Media Operations (eg. News, Sport, Weather, Radio, iPlayer, Sounds, Enterprise systems, Networks)
•   Designs technology support models, engaging and challenging stakeholders and subject matter experts as required, to create effective support for new products, systems or facilities
•   Documents and agrees service requirements as part of the process for designing service models
•   Point of contact for Service Management and functions as a conduit into other expertise and resource within the BBC Technology Operations teams
•   Identifies and interfaces with key stakeholders from across T&MO including Technology Operations, delivery teams, Technology Strategy, support functions, and the business to ensure efficient and robust design of service models
•   Required to gain a thorough understanding of how business services are used at the coal face
•   Ensures project business cases have adequate provision for ongoing revenue liabilities (internal and external support costs)
•   Ensures all project deliveries are well prepared for the transition to live operation
•   Defines and agrees service documentation (e.g. Service Definition) to ensure that services are correctly specified
•   Requires knowledge of the catalogue of services consumed by stakeholders (End User Compute, Production & Broadcast, Online and Connectivity) and the processes through which those services are accessed, controlled, updated and changed
•   Builds strong, trusted relationships with both client stakeholders and with appropriate roles across the wider Technology & Media Operation department
•   Expectation to work throughout the Service lifecycle as required, to ensure a smooth integration with Service Transition and help provide end-to-end process resilience
•   Contributes to an champions the continuous refinement of Service Design process and its integration with related Service Management processes
•   Ensures that all Service Design processes and documents are kept fit for purpose up to date, published and reviewed on an annual basis
•   Provides feedback and regular reporting to team manager on the status of services in design and their operational readiness for transition
•   Responsible for identifying Service Design issues, new opportunities and service improvement requirements and takes proactive steps to get those addressed/initiate improvement
•   Responsible for ensuring that communications from the Service Design team into the business are effective, timely, standardised, reviewed and improved regularly in collaboration with the appropriate Service Assurance Managers
•   Gathers data available and uses information to help support constructive discussion about performance and process compliance within areas of responsibility

Are you the right candidate?

•   Service Design / Delivery / Service Management experience in a complex large scale internal and external environment
•   Strong relationship management skills, influencing and negotiating outcomes with stakeholders, colleagues and users adopting a flexible approach where necessary
•   Strong sense of ownership in pursuit of delivering high quality services whilst maintaining service targets
•   Background in Service delivery / Service Management roles, with solid understanding of ITIL Service Management practices and ITSM processes
•   Works at pace and delivers to deadlines (often immovable), self-prioritising and planning own time to ensure the best possible outcome for BBC audiences
•   Ability to build and cultivate relationships with peers throughout the Technology & Media Operations group and service provider community
•   Good verbal and written communication capabilities for conveying information and ideas to multidisciplinary stakeholders
•   Strong analytical skills and ability to make sense of complex problems quickly
•   Draws information from a breadth of sources to resolve potentially conflicting viewpoints to achieve an agreed outcome
•   Ability to examine and re-engineer processes, procedures and practices. Applying use of ITIL best practice where appropriate
•   Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved, including impact on services, operational processes, resources and strategic direction
•   High level of IT and technology competence with aptitude for learning new technologies and processes quickly

Required:
• ITIL v3/v4 Foundation certification in Service Management

About the BBC

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

We don’t focus simply on what we do – we also care how we do it. Our values and the way we behave are important to us. Please make sure you’ve read about our values and behaviours here.

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.

To find out more about Diversity and Inclusion at the BBC, please click here.

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