Service Manager - Managing Director Group (MDG)

Please Note: The application deadline for this job has now passed.

Job Introduction

How would you like to work with the world’s leading broadcaster?

BBC Design + Engineering is responsible for providing industry-leading End User Compute (EUC) services to BBC News, BBC Radio, BBC Television, BBC Sport, BBC Children’s and all other BBC Divisions, supporting the BBC's digital transformation and helping to change the BBC into an internet-fit broadcaster. Providing critical services to these world-famous industry leaders, we are proud to be an integral part of the most renowned broadcasting and media organisation in the world.

Working within a dedicated Service Management team, the Service Manager is responsible for making sure that the EUC services meet the high standards required, and that the rapidly evolving needs of the BBC can be accounted for.  The BBC is transforming its enterprise services at the moment, so there are exciting times ahead and a huge amount of work to do.  Whether it is assuring services which enable News to cover a major breaking story, to ensuring that BBC Radio has effective mobile and remote working solutions in place, or making sure that our journalists and creative have their computing needs met, you would be key to ensuring that our commitments to our audiences are honoured.

Working in the BBC’s flagship buildings in London, you would be at the heart of the action, spending time in our world-leading production centres, studios, galleries and inspiring office spaces with the most creative technical minds in broadcasting, with the opportunity to progress your career through the wider Design + Engineering Division.

Role Responsibility

The Service Manager:

  • Works with Principal and Senior Service Managers to assure services delivered by the BBCs technology service providers to a specific BBC Division.   Including related Managed Print, Hosting, Collaboration tools and Unified Comms (including Mobile telephony)
  • Plays a key role in the End User Compute service transformation
  • Responsible for managing the suppliers and their performance through formal governance and day to day service management.
  • Liaise with other D+E teams as and when required to ensure the successful delivery of EUC, Hosting, Unified Comms, Collaboration services.
  • Liaise with ISOC product, strategy and project teams as and when required to ensure EUC and related strategies are fit for business and that strategies are achievable within the service environment.  Also to ensure that service incumbents provide service information to other ISOC teams when required.
  • Advise D+E Product, Strategy and project teams in service design, early life support and operational requirements, liaising with other Service Assurance colleagues and clients as required.  Will play a part in approving the transition of new or refreshed EUC and related services into live service
  • Acts as a point of contact for the Tower facing Service Assurance teams to ensure expertise and guidance is accessible to customers.
  • Works in partnership with Tower facing Service Assurance colleagues at all times, engaging in direct contact with clients and service stakeholders as and when required.
  • Required to have an in-depth understanding of a particular BBC Division or Divisions and the service and, technologies used by that Division.
  • Runs governance meetings on technology services for a particular BBC Division or Divisions.
  • Responsible for ensuring BBC Information Security policy is enforced, reviewed and if necessary action taken to address security issues and risks.
  • Responsible for ensuring that service issues and risks are identified, owned and resolved.
  • Responsible for ensuring that new requirements of the business are identified and addressed.
  • Responsible for ensuring that formal Change and Release management processes are optimal.  To act as an approver of emergency change when required.
  • Responsible for ensuring that communications related to the BBC technology services are effective, timely, standardised and reviewed/improved regularly.
  • Responsible for service improvement of the services and for ensuring that the services meet the developing needs of the business. 
  • May be required to join an on call rota.

The Ideal Candidate

  • Have experience managing technical services in medium or large scale organisations. 
  • Enjoy forging strong productive relationships with stakeholders, colleagues and users in the pursuit of delivering high-quality services whilst maintaining service targets
  • Are service-oriented and apply yourself in a professional manner to deliver the best service experience possible
  • Have a passion for technology and technology services and you are keen to learn about the enterprise technologies that drive the BBC.  You enjoy working with techies and engineers and are proficient at translating their language into business language. 
  • Enjoy asking questions and getting to the bottom of things.  You are not afraid to keep asking questions until you have a full understanding of the situation and orchestrating the right resources to resolve issues and problems.
  • Enjoy the buzz of life in the fast lane and are conscious of the importance of deadlines in the broadcasting world, where the show must go out at the scheduled time no matter what!
  • Are resilient and positive, able to set boundaries without appearing obstructive.  You are able to collaborate with people who may have different objectives or priorities, aligning people to work together to a common goal.
  • Are an excellent communicator.  From 1 to 1 conversation with colleagues, clients and stakeholders, to presenting complex ideas, data and hard facts to larger groups, you thrive on this and are not put off by the idea of standing up before an audience. 

Package Description

Band: C
Contract type: Fixed-term contract / Attachment until March 2020
Location: Role is London based with regular travel to other BBC sites

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 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 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 behaviours 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, 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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