Senior Service Manager - (Problem Manager)

British Broadcasting Corporation; Salford; Hybrid; GBP 45,000 - 56,000; Full time

Job summary

Join a leading media organization as a Senior Problem Manager, where you'll manage complex problems and enhance service delivery across technology divisions. This hybrid role requires strong communication and analytical skills, offering a competitive salary, great career progression and unrivaled training opportunities.

Benefits

Flexible working options

25 days annual leave plus the option to buy 5 extra days

Defined pension scheme

Discounted dental and healthcare

Gym discounts

Qualifications

• Experience in a dedicated problem management environment.
• Proficiency in Kepner Tregoe methodology for problem-solving.
• Strong communication skills for articulating technical challenges.

Responsibilities

• Lead and manage high-priority problem tickets.
• Enhance problem management processes through analysis and governance.
• Chair regular problem management meetings and reviews.

Skills

Problem Management

Service Delivery Management

Executive Report Writing

Technical Proficiency

Education

ITIL V4 Certification

Job description

1 month ago Be among the first 25 applicants

Job Package

Job Reference: 19120

Band: D

Salary: Up to £55,100 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.

Contract type: Permanent/continuous

Location: Salford or London - we offer hybrid working though office attendance at least 1/2 days per week will be required.

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 negotiable salary package, a flexible 35-hour working week for work-life balance and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym. You can find out more about working at the BBC by selecting this link to our candidate pack .

If you need to discuss adjustments or access requirements for the interview process please contact the [e-mail]. For any general queries, please contact: [e-mail].

Freelancers are eligible to apply for an internal role if they are on a Worker Contract and they have worked continuously for 6 months. If they have worked for less than 6 months continuously or have a break of 3 weeks or more between engagements, they must seek Divisional HR approval to apply for an internal role prior to submitting an application.

If they are unsure which contract they are on, they can speak to their booker or the HR BP, however if it helps - both a PAYE freelance or Modus Gross contract is considered a Worker contract and covered by the Worker terms found here.

Please note: this role is mapped to ‘Senior Service Manager’ on our internal Career Path Framework.

Job Introduction

Join the BBC: Be at the Heart of Technology Operations!

The Service Delivery and Compliance team is the backbone of Technology Operations at the BBC. We support the BBC’s output by providing a range of service management functions across diverse technologies. Your work will impact audiences worldwide. By collaborating with our digital product teams, broadcast engineers, and production teams, you'll gain unique insights into the BBC's behind-the-scenes operations.

Main Responsibilities

As the Senior Problem Manager, you will champion problem management across our technology divisions. You'll enhance existing processes through training and governance, leading their adoption. This includes developing and maintaining a known error database to efficiently manage incidents and support critical resourcing decisions.

Proactive problem management is crucial for a seamless user and audience experience. You'll regularly analyse incident data to identify problems and drive immediate solutions. You'll also manage high-priority problems and post incident reviews, leading investigations and diagnoses of complex issues involving various technologies and coordinating multiple experts.

Key Responsibilities

• Lead: Manage high-priority problem tickets to establish root causes and implement permanent fixes and mitigating actions.
• Knowledge: Maintain comprehensive documentation for problem management, including operational procedures, support records including known errors, and knowledge articles.
• Govern: Ensure internal and external service providers adhere to BBC problem processes and act as a point of contact for governance forums and escalations.
• Improve: Mature problem management processes within internal operational teams. Improve delivery of service through proactive analysis of data to identify repeat faults and leading continual service improvement initiatives.
• Facilitate: Chair regular problem management meetings and post incident reviews with both internal and external service providers.
• Communicate: Articulate technical challenges to non-technical audiences.
• Maintain: Ensure the known error database and supporting knowledge articles are accurate at all times are available to the appropriate audiences.
• Report: Work with the reporting team to develop comprehensive and meaningful reports, providing insights and commentary.
• Innovate: Suggest initiatives to improve services based on your findings.
• Review: Lead major incident reviews, ensuring all identified actions are implemented.
• Report: Produce major incident reports for senior and executive management, ensuring technical findings are understandable for non-technical readers.
  
  

Are you the right candidate?

The successful candidate will be a good communicator that can demonstrate adaptability to changing priorities with a continuous improvement mindset. You will have leadership and teamwork qualities combined with strong analytical abilities. The ability to think with a ‘wider lens’ to identify true root cause is essential.

You Will Demonstrate The Following Experience

• Problem Management: Expertise in identifying, analysing, and resolving problems to prevent recurrence. Experience in developing and maintaining a known error database and implementing proactive problem management strategies. Experience gained from a dedicated problem management environment is essential.
• Kepner Tregoe: Proficiency in the Kepner Tregoe methodology for problem-solving and decision-making, including situation appraisal, problem analysis, decision analysis, and potential problem analysis.
• Service Delivery Management: Strong background in managing service delivery processes, ensuring alignment with business objectives, and maintaining high standards of service quality and customer satisfaction.
• Executive Report Writing: Ability to produce clear, concise, and impactful reports for senior and executive management, translating complex technical issues into understandable insights and actionable recommendations.
• ITIL V4: In-depth knowledge of ITIL V4 practices, including incident management, problem management, change management, and service level management. Certification in ITIL V4 is highly desirable.
• Technical Proficiency: Familiarity with a broad range of technologies and the ability to understand and articulate technical challenges. Experience with IT infrastructure, network systems, and software applications.
  
  

About The BBC

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

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 here.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Broadcast Media Production and Distribution

Referrals increase your chances of interviewing at BBC by 2x

Get notified about new Senior Services Manager jobs in Salford, England, United Kingdom.

Senior Vice President, Corporate Services Manager

Greater Manchester, England, United Kingdom 1 month ago

Salford, England, United Kingdom 14 hours ago

Salford, England, United Kingdom 1 day ago

Manchester, England, United Kingdom 6 months ago

Healthcare Legal Services Legal Manager (Inquests & Advisory)

Manchester, England, United Kingdom 13 hours ago

Salford, England, United Kingdom 2 hours ago

Manchester Area, United Kingdom 1 day ago

Stockport, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 1 day ago

Senior IT Operations Manager - Manchester - New Role

Manchester, England, United Kingdom 3 weeks ago

Senior Manager, Manufacturing Operations

Greater Manchester, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 3 weeks ago

Manchester, England, United Kingdom 5 days ago

Blackburn, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 6 days ago

Warrington, England, United Kingdom 2 weeks ago

Operations & Visual Manager - Manchester

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 day ago

Senior CPG Insight Manager (NW England based)

Manchester, England, United Kingdom 1 week ago

Manchester Area, United Kingdom 1 week ago

Worsley, England, United Kingdom 19 hours ago

Senior Strategy Risk Manager , Worldwide Operations Security

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 3 weeks ago

Huddersfield, England, United Kingdom 1 month ago

Trafford Park, England, United Kingdom 6 days ago

Warrington, England, United Kingdom 2 days ago

Huddersfield, England, United Kingdom 13 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.