Senior Problem Manager
D+E offers a wide range of stretching, creative and impactful careers for talented people. We are the team that’s building the future of the BBC, whilst delivering TV, radio and online services to millions of people worldwide every day.
As well as being the people behind iPlayer and the News, Sports and Children’s services, we develop, support and maintain the systems and infrastructure that keeps the BBC on air and are responsible for the biggest British-run digital service in the world. In D+E, you’ll be working on unique challenges, hand in hand with the best creative minds in the UK and alongside one of the world's leading production and distribution companies (BBC Studios).
We offer challenging work but with the time to think and do things right. We uphold a 100 year history of invention and innovation in the BBC by welcoming and developing people of all backgrounds.
As a Senior Problem Manager:
- You are an enthusiastic subject matter expert with a passion for Problem Management and the ability to drive high performance and best practice across your professional community. You will create an environment where success happens for your customers and for the business.
- You will be responsible for managing and operating an industry best practice Problem Management function (focused upon known errors and problems) working across the product, platform and network community within the BBC. You will also coordinate and manage to resolution Problem Management activities with the BBC’s suppliers and internal teams.
- You will build reports and establish systems that present data and insights to help identify proactive problem management.
- You are a custodian of all process, policy and working practices used in Problem Management for all services provided by and for the BBC and will form a working relationship with business improvement and operational teams to ensure continuous high performance and improvement.
- You will be the champion for the application of best Problem Management practice across the BBC.
- Experience of current technologies in a large IT or Broadcast organization is required.
- Understanding and experience of problem methodologies. With a keen eye for identifying new and evolving techniques, technologies and approaches to Problem Management.
Are you the right candidate?
We would like to hear from you, if you:
- Have a strong working knowledge of continual service improvement with experience of methodologies including Six Sigma, DMAIC and 5S and their application in an IT Service Management environment.
- Are an experienced problem manager with a proven track record of both establishing and operating a problem management process and operation to ISO 20000 standards and delivering a portfolio of successful outcomes.
- Have experience and knowledge of risk management and it’s subsequent application and operation.
- Posses an exceptional knowledge of the ITIL v3 framework as well as a high level of IT technical competence
- have extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes.
- possess significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.
- have awareness of large scale technology programmes and IT infrastructure environments.
Please refer to the Job Description for more information.
Grade: 8D (Proposed Band C)
Location: Role is London W12 based with regular travel to client sites
- Excellent career progression – the BBC offers great opportunities for ambitious individuals to seek new challenges and work on many different and varied products.
- Unrivalled training and development opportunities – our in-house Academy hosts a wide range of internal and external courses and certification.
- A vibrant digital community – we have a strong focus on continuous improvement and engineering excellence. We host regular talks from internal and external speakers, and provide generous opportunities to attend industry events and conferences.
- A variety of technical challenges – we work across a wide range of platforms, languages and technologies; from the latest frameworks and open standards, to the newest devices and modern cloud platforms.
- Benefits - We offer a competitive salary package, a flexible 35-hour working week for work-life balance and 25 days holiday with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more
About the BBC
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 in the document attached below. You’ll be asked questions relating to them as part of your application for this role.
The BBC is committed to building a culturally diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background.
The BBC is currently implementing a Career Path Framework which will result in employees being aligned to generic job titles and job descriptions. Consequently, successful applicants may be realigned to a slightly different job title shortly after joining the BBC