Service Manager
Service Manager
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Job Description
JOB DETAILS
BAND: E
DEPARTMENT: Product Engineering & Data Enablement Dev Operations
SALARY: 75000-82000 depending on relevant skills knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
CONTRACT TYPE: Permanent Full-Time
LOCATION: Newcastle or Salford - Hybrid
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.
PURPOSE OF THE ROLE
WHY JOIN THE TEAM
The BBC Dev Operations function is looking to appoint a Service Management Manager to play a key leadership role in maintaining service quality of the BBCs audience facing digital products and best-in-class engineering culture.
Service Availability and Quality is at the heart of everything we do. Our aim is to provide a quality experience for our users by building solid processes and following most appropriate best practice to remove friction and prevent problems from occurring. The Service Management Manager will be a forward-thinking professional who can lead a team responsible for more than just traditional ITIL approaches to Change and Incident Management.
YOUR KEY RESPONSIBILITIES AND IMPACT
- Lead and Develop the Service Management Team recruit and manage a team responsible for Change & Release Incident & Problem Risk & Compliance Service Transition/Onboarding Service Cost & Availability Service Taxonomy and Work Management. Provide direction coaching and professional development to ensure high performance and motivation.
- Shape Resilient Platforms and Processes - champion the design implementation and continuous improvement of robust scalable service management platforms and processes that reduce friction and enable teams to scale BBC digital services safely.
- Empower Teams to Ship Better Faster and Without Fear - embed a culture of safety reliability and empowerment by ensuring operational practices support teams to deliver high-quality software rapidly and confidently minimizing barriers to deployment and innovation.
- Bridge Technology and Editorial Needs - act as a connector between technical and editorial stakeholders ensuring service management aligns with both technology strategy and the evolving needs of digital content creation and distribution.
- Operational Governance and ITSM Process Ownership - provide subject matter expertise and hands-on leadership for core IT Service Management (ITSM) processes including change release incident problem risk compliance service transition and service cost management. Ensure consistent process adoption and continual improvement across engineering teams.
- Service Operations and Continuous Improvement - Oversee the execution of operational ceremonies (e.g. service reviews post-incident reviews technology assurance) ensuring robust end-to-end service delivery and fostering a culture of continuous service improvement.
- Stakeholder Engagement and Collaboration - serve as the primary point of contact for service management within the Product Group collaborating with engineering product support and external partners to align service operations with organizational objectives and user needs.
- Service Governance Reporting and Analytics - establish and monitor key performance indicators produce regular reporting on service health cost risk and compliance and provide actionable insights to senior leadership.
- Risk Compliance and Audit Support - ensure all service management activities adhere to BBC policies regulatory requirements and industry best practices. Prepare for and participate in audits managing risk registers and compliance documentation as needed.
- Service Transition and Onboarding - oversee the transition and onboarding of new or changed services ensuring operational readiness effective knowledge transfer and minimal disruption to live operations.
- Champion Service Taxonomy and Work Management - drive clarity in service definitions taxonomy and work management practices supporting effective collaboration and reporting across diverse engineering teams.
- Continuous Professional Standards - maintain up-to-date knowledge of modern best practices emerging technology trends and BBCs digital strategy embedding these into team operations and service improvement initiatives.
YOUR SKILLS AND EXPERIENCE
ESSENTIAL
- Proven experience leading service management or ITSM teams in complex large-scale technology environments ideally within digital media broadcasting or public sector organizations.
- Deep expertise in IT Service Management processes (ITIL incident problem change release service transition) and demonstrable track record of driving continuous service improvement.
- Strong background in implementing and optimizing service management platforms and tooling including automation and analytics for operational excellence.
- Experience bridging technical and non-technical (editorial or business) teams to deliver resilient user-centric digital services at scale.
- Significant experience managing major incidents and ensuring operational governance risk management and regulatory compliance.
- Excellent stakeholder management communication and leadership skills including coaching and developing multidisciplinary teams.
If you can bring some of these skills and experience along with transferable strengths wed love to hear from you and encourage you to apply.
Required Experience:
Manager
Employment Type
Full-Time
