Service Development & Delivery Manager, BBC M&A Portfolio

Job Introduction

BBC Design + Engineering

D + E offers a wide range of stretching, creative and impactful activities for talented people. We are a team building the future of the BBC, while delivering TV, radio and online services to millions of people around the world every day.

As well as being the backbone of iPlayer and News, Sports and Children's services, we develop, support and maintain the systems and infrastructure that keep the BBC up-to-date and responsible for the largest British-owned digital service in the world. In D + E, you will be working on different challenges, collaborating with the best creative minds in the UK and one of the world’s leading production and distribution companies (BBC Studios). We give hard work but also time to think and do things right. We value diversity and inclusion everywhere on the BBC and encourage people of all backgrounds to apply for this role and tell us why they believe they will be a good part of the BBC.


BritBox, is the fastest growing subscription video-on-demand service in the U.S. As well as the existing service in the U.S. and Canada, we are now expanding to new territories as part of our global expansion strategy.

This role provides the opportunity to be part of an exciting and entrepreneurial international team that values creativity and proactive problem-solving.


As a Support Lead working on BritBox, you will help to build take the service to the next level and take the lead on building out the function.

We are looking for someone who wants to have an impact on the product and how BritBox is viewed by its customers by driving a resilient, continually improving service.


You will join a team where everyone - including you – strives to better understand our customers and improve the BritBox product day-to-day.

We are a small agile team delivering big change daily. We work in a fast-paced environment more akin to a start-up.

As a team we are adaptable, supportive, and continually looking to improve.

Role Responsibility

  • Manage assigned/ad hoc resources with responsibility for day-to-day staff operations, management and communication
  • Oversee and participate in service reviews, identifying and supporting the implementation of agreed improvements. 
  • Supporting project delivery for Britbox. Ensure completion and approval of required documentation.
  • Research, identify and recommend new technologies that enable change and innovation in support of the delivery of departmental products, projects, systems and events.
  • Formulates operational requirements to meet business priorities.  Builds relationships with key internal and external stakeholders to achieve objectives in line with strategy


The Ideal Candidate


  • Demonstrated experience of implementation and operational ownership of support and escalation processes
  • Able to develop an understanding of the Product objectives and drivers to review, design and implement suitable service delivery processes, tools and procedures
  • Relevant review, analytical and problem-solving skills, sufficient to readily assess user needs and feedback and propose suitable technical or process solutions as well as any applicable constraints. Ability to use data analysis techniques to inform problem solving.
  • A capability for operational task management of teams.  The ability to motivate colleagues, encouraging participation in decision making but takes responsibility for decisions made.
  • Good interpersonal and communication skills sufficient to establish effective working relationships and credibility with internal and external contacts.  Able to present technical information to non-technical colleagues.
  • Experience of managing or supporting service and/or product reviews with business area stakeholders.

Package Description

Band: D
Contract type: Permanent
Location: Glasgow, Scotland, Cardiff, Salford or Flexible

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 competitive salary package, a flexible 35-hour working week for work-life balance and 26 days (1 of which is a corporation day) with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care, gym and much more.

Mae’r sefyllfa gyda’r coronafeirws yn datblygu’n gyflym, ac mae’r BBC yn awyddus i barhau i sicrhau diogelwch a lles pobl ar draws y BBC, gan barhau i warchod ein gwasanaethau hefyd. I leihau’r risg, dim ond y bobl sy’n hanfodol i’n hallbwn darlledu fydd yn cael mynediad i adeiladau’r BBC. O ddydd Mercher 18fed Mawrth ymlaen, bydd pob asesiad a chyfweliad yn cael ei gynnal o bell, nes rhoddir gwybod yn wahanol. I gael mwy o wybodaeth, ewch i

About the Company

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 behaviors in the document attached below.

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, sexuality, social background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.


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