Technology Operations Manager (Wales)

BBC; Cardiff; On-site; GBP 57,000 - 68,000; Full time

Job summary

Join a leading organization as a Technology Operations Manager in Cardiff, overseeing a dedicated support team. This role requires strong customer service and technical expertise to ensure high-quality service delivery. You will lead incident management and staff support while driving operational success within the broadcast environment. Flexible working options available, with excellent career progression and training opportunities.

Benefits

25 days annual leave plus option to buy 5 more

Defined pension scheme

Discounted dental, health care and gym

Flexible working hours

Excellent training and development opportunities

Qualifications

• Experience leading a team offering exceptional customer service.
• Broad technical knowledge including complex broadcast systems.
• Track record managing incidents and providing effective problem resolution.

Responsibilities

• Oversee day-to-day operations of Technology Operations Wales team.
• Coordinate business continuity and manage incidents.
• Ensure quality services and stakeholder engagement.

Skills

Customer service

Technical knowledge

Organizational skills

Leadership

Problem-solving

Education

NVQ level 5 or above

Tools

Broadcast systems

Job description

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Job Band

Job Reference: 23996

Band: D

Salary: Up to £67,250 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.

Contract type: 12 month Fixed Term Contract (attachment)

Location: Cardiff

Advert closing Date: 8th June 2025

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.

Role

For this role / Ar gyfer y swydd yma:

Welsh language skills are not necessary / Nid yw sgiliau yn yr iaith Gymraeg yn angenrheidiol

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English. / Mae modd cyflwyno ceisiadau yn Gymraeg, ac ni fydd cais a gyflwynir yn Gymraeg yn cael ei drin yn llai ffafriol na chais a gyflwynir yn Saesneg.

Job Purpose

Working within BBC Technology & Media Operations the Technology Operations Wales team provide technical support to everyone that operate within Wales. We have staff based in Bangor and Roath Lock, although the majority are based in the BBC Cymru Wales, purpose-built broadcast headquarters in Central Square, Cardiff.

We operate from an affordable, highly cost effective, flexible, and fit for purpose environment designed to sustain and grow creative success through the delivery of high quality, greatly valued, distinctive content across all platforms. Central Square is a building that will enable us to realise benefits for Welsh and UK audiences, meeting the needs of the BBC and its partners in Wales, and complementing the long-term production, property, and productivity strategies across the UK.

This Technology Operation Manager will be a part of the technology team which exists to provide excellent customer support and services to those based in Wales. As one of six TOMs on a rota system covering 24/7 operations you will be responsible for the development, performance, and delivery of the services provided by the support team. Working as a team of six you will ensure an appropriate level of service, quality of output, stakeholder engagement and Problem / Incident Management is provided to every team that uses our services.

We have an under-representation of women, Black, Asian and Minority Ethnic (BAME) backgrounds in the area of technology and would particularly welcome applications from these groups. Appointments will always be made on merit.

Main Responsibilities

The Technology Operations Manager or TOM (called Team Lead, Operations Engineering internally) will oversee the day to day running of Technology Operations Wales team from Central Square but covering all aspects of services provided to colleagues in BBC Cymru Wales and teams operating in Wales. At times this role will be the most senior member of staff in Central Square and will coordinate business continuity as well as run Problem Management. The role includes management of the team, service improvement, customer support and leadership at all times.

The TOM role is responsible for the broadcast and technology services in Central Square (Cardiff) for 24-hour period, 7 days per week, 365 days per year. The role is based in Central Square, Cardiff and is Office Based.

Are you the right candidate?

The successful candidates will have experience of leading a team which provides excellent customer service and be an advocate of enabling staff reach their full potential. They will be able to build trust and develop strong relationships as well as make complex technical decisions under pressure. Excellent organisational and staff management skills are essential as is the desire to provide the highest quality of service from yourself and lead the team in line with good operational protocols.

They will have an NVQ level 5 or above in a relevant technical discipline or five years of experience working in a senior technical role. They will have a broad technical knowledge, including a high-level understanding of varied and complex broadcast systems built on different platforms from many separate components. They will be comfortable troubleshooting and diagnosing defects in these systems and have an ability to assess the impact of any issues.

They will have good experience of implementing appropriate contingency procedures in response to planned or unexpected events. They will also provide excellent stakeholder management during such events and be confident managing Incidents to their conclusion or to escalate as appropriate. They will often act as the final on-site authority by using experience or knowledge to inform team decisions and lead on business continuity.

The ideal candidates will be confident, articulate, able to explain complex issues to non-technical staff and capable of identifying innovative solutions in stressful circumstances. If your ambition is to play a critical role in keeping BBC services operational and provide excellence in service delivery, you are the right person for these roles.

Interview process

Interviews will be held on the 18th and 19th June. They are expected to be one stage only - a choice of virutally on MS Teams or in our Cardifff office. The format will be a blend of BBC Value and technical questions.

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

  Management and Manufacturing

• Industries

  Broadcast Media Production and Distribution

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