Senior Service Manager - (Problem Manager)

BBC Group and Public Services; Salford; Hybrid; GBP 45,000 - 56,000; Full time

Job summary

Join a forward-thinking organization as a Senior Problem Manager, where you will play a critical role in enhancing technology operations. This position offers the opportunity to lead problem management initiatives, improve service delivery, and collaborate with diverse teams to ensure a seamless user experience. With a strong emphasis on continuous improvement, you will analyze incident data, facilitate meetings, and develop comprehensive reports for senior management. Enjoy a flexible working environment and exceptional career progression opportunities as you contribute to impactful projects that reach audiences worldwide.

Benefits

25 days annual leave

Defined pension scheme

Discounted dental and health care

Gym membership

Flexible working hours

Qualifications

• Expertise in identifying and resolving problems to prevent recurrence.
• Proficiency in ITIL V4 practices and service delivery management.

Responsibilities

• Manage high-priority problem tickets and implement permanent fixes.
• Chair regular problem management meetings and lead major incident reviews.

Skills

Problem Management

Service Delivery Management

Executive Report Writing

ITIL V4

Kepner Tregoe

Technical Proficiency

Job description

Press Tab to Move to Skip to Content Link

Choose how often (in days) you would like to receive job alerts by email:

Technical Operations

Permanent - Full Time

Salford, GB, M50 2QH London, GB, W1A 1AA

BBC PUBLIC SERVICE B'CAST

Job Closing Date: 23.5.25

THE ROLE

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.

DISCLAIMER

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: 01420028, registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.