Service Manager 22987
Service Manager 22987
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Job Description
Package Description
Job Reference: 22987
Band: C
Salary:depending on relevant skills knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
Contract type: 8 Month Attachment/fixed term contract
Location: London LBH / Salford Quay House This is a hybrid role and the successful candidate will balance office working with home working.
Closing Date: 21st of April 2025
Were 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 inhouse Academy hosts a wide range of internal and external courses and certification.
Benefits We offer a negotiable salary package a flexible 35hour working week for worklife 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 For any general queries please contact:
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.
Job Introduction
We are looking for a great communicator with a real skill for helping people. You are great with technology and can explain how to use it to others. You are interested when things dont work and you are persistent to find out why and get it fixed.
You are really good at accurately documenting problems working in a supportive diverse team can collate information and present it to colleagues. Your tact and diplomacy are key but like your charitable work you dont like to mention it.
If this is you you should apply to join our team as a Service Manager working on all the systems supported by Business Systems & Applications in the BBC Technology Group.
Business Systems & Applications are responsible for the support and ongoing development of key business systems including but not limited to:
WhatsOn
Proteus
PiCoS
PTK Regions
PTKCompliance
Silvermouse / Diamond
MusicBox
AutoRecognition
50/50
In conjunction with the wider service management team successful candidates will be expected to be available to support the service management helpdesk between the hours of 9.30am and 5.30pm. This is a hybrid role and the successful applicant will be expected to be in your local office 23 days a week. The successful candidate will be expected to work across multiple systems as the business need requires.
We are especially interested in candidates with experience of Radio systems including Proteus.
Interview process
- Inperson where possible/Virtual interview approx. one hour of technical and values based questions in w/c 28th April*this may be subject to change
Main Responsibilities
Support and respond to internal and external user requests for help in a timely and courteous manner.
Accurately record details of support queries and triage to their resolutions within relevant tracking systems ensuring communication back to user.
Daytoday management of user accounts and permissions.
Problem solving and triaging user and stakeholder issues escalating where appropriate.
Liaising with the Senior Service Manager to create and maintain training and support documentation.
Support the Senior Service Management in delivering training to stakeholders team members and endusers on different areas of the various systems.
Representation of business areas in discussion with technology teams e.g. prioritising changes/bugs/escalating business impacting issues.
Understand how the business will use the relevant systems to support their processes and information flows including engaging with new systems projects as required.
Work collaboratively with the rest of the service management team.
Take lead on knowledge and expertise on at least one area of capability within the team.
Sanity testing the systems during releases.
Provide service management support as required across wider areas of BS&A.
Have detailed understanding of several systems to be able to deal with complex tickets.
Are you the right candidate
Essential
Experience in a support or customer service role.
Good spoken and written communication skills
Proven track record of communicating with a broad range of stakeholders with tact and diplomacy.
Able to handle confidential information carefully and sensitively.
Able to use initiative to problem solve and escalate where appropriate.
Able to work well both individually and collaboratively as part of a team.
With a flexible approach to work you will have proven experience of prioritising workload in a fastpaced environment
Able to work well under pressure.
Good time management and prioritisation skills
Keen attention to detail
Proficient in Microsoft Office (Word Excel Outlook)
Experience in the use of JIRA Remedy Confluence and Smartsheet.
Proficient in ITIL technology best practice and able to learn new systems quickly.
Good knowledge of Radio systems including Proteus to be able to manage at least one system support inbox independently.
Working knowledge and experience of BS&A systems to be able to manage other BS&A System inboxes when required.
Detailed knowledge of the commissioning scheduling and production processes across Radio as well as a working understanding of TV processes
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 dont 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 youve read about our values and behaviours here.
Diversity matters at the BBC. We have a working environment where we value and respect every individuals 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 thats to contribute to our programming or our wide range of nonproduction 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 socioeconomic 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.
Required Experience:
Manager
Employment Type
Full-Time
