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IT Service Manager

10:45:00 AM
The primary purpose of this role is to design and develop new and enhanced technology services to meet BBC Worldwide’s business requirements. The candidate will be responsible for a number of business critical services through-out their entire lifespan (Service Strategy, Design, Transition and Operations).
The role includes early involvement during project initiation to provide Service management input and continued involvement through-out the Design and Transition phases. Activities will include the creation and ongoing ownership of the required Service management artefacts including Service Level Agreements (SLA), Operational acceptance, knowledge base articles and support models.

Role Responsibility

  • Define, analyse, plan, manage, measure, improve and provide ownership across your assigned portfolio of services through-out their entire lifecycle
  • Negotiate Service Level Agreements, ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed
  • The identification and application of techniques for monitoring and continuously improving the quality of functions or processes related to operational services
  • Ensure technology services and infrastructure plans are in place to deliver the agreed capacity and performance targets in a cost effective and timely manner
  • Management of the lifecycle of all service-affecting problems with the aim of preventing incidents from happening or minimizing their impact
  • Identify, assess and manage risks that could seriously impact technology services; this includes ensuring the provision of services to minimum agreed service levels in cases of disaster, planning for their recovery and testing those plans and related processes on a regular basis

The Ideal Candidate

  • The ideal candidate will ideally have SFIA Skills Level 5 within, Service Level Management, Financial Management and Problem Management. AS well as SFIA Skills Level 4 within Operational Services Supplier Management.
  • The jobholder must have full service lifecycle and significant experience in a services management role.
  • Experience of management accountability without having line management authority (that is, delivering success within a matrix structure using influencing and negotiating techniques) is essential.
  • An ITIL (IT Infrastructure Library), ISO 20000 Service Management Standard or similar professional qualification is desirable.
  • Proven people management skills essential.
  • Ability to influence key stakeholders and drive change.
  • Comfortable with managing multiple projects in a complex and fast paced environment.

About the Company

BBC Worldwide Limited is the main commercial arm and a wholly owned subsidiary of the British Broadcasting Corporation (BBC). BBC Worldwide exists to support the BBC public service mission and to maximise profits on its behalf. It does this through investing in, commercialising and showcasing content from the BBC around the world, in a way that is consistent with BBC standards and values. The business also builds the reach and reputation of the BBC brand overseas and champions British creativity. In 2012/13, BBC Worldwide generated headline profits of £156m and headline sales of £1,116m and returned £156m to the BBC.
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