Principal Service Manager - ITSM & Resilience Leader

BBC; Salford; Hybrid; GBP 52,000 - 62,000; Full time

Job summary

A leading broadcasting organization seeks a Principal Service Manager in Salford or Newcastle. You will be responsible for service management processes, ensuring their efficiency and effectiveness within product-led teams. The ideal candidate will have extensive ITSM expertise and a track record in driving operational excellence. This role also offers a hybrid work model and the opportunity to work on high-impact digital platforms.

Qualifications

• Advanced knowledge of ITIL and modern service management practices.
• Ability to manage and resolve complex incidents.
• Experience with governance, risk management and compliance frameworks.
• Experience configuring and optimizing service management platforms.
• Proven track record of driving operational excellence.

Responsibilities

• Act as the SME for service management processes and practices.
• Lead the execution and continuous improvement of service management processes.
• Serve as the escalation point for complex incidents.
• Own the operational readiness of new or changed services.
• Maintain service health metrics dashboards and risk registers.

Skills

Deep ITSM Expertise

Hands-On Problem Solving

Operational Governance

Tooling and Analytics

Cross-Functional Collaboration

Continuous Improvement Mindset

Tools

ServiceNow

PagerDuty

Jira

Job description

A leading broadcasting organization seeks a Principal Service Manager in Salford or Newcastle. You will be responsible for service management processes, ensuring their efficiency and effectiveness within product-led teams. The ideal candidate will have extensive ITSM expertise and a track record in driving operational excellence. This role also offers a hybrid work model and the opportunity to work on high-impact digital platforms.