At a Glance
- Tasks: Lead service management and AI-driven operations for BritBox's tech platform.
- Company: Join BritBox, the ultimate streaming destination for British TV.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Join a collaborative team that values creativity and continuous learning.
- Why this job: Be at the forefront of AI innovation in a fast-paced entertainment industry.
- Qualifications: Experience in IT service management and AI tools is essential.
The predicted salary is between 60000 - 75000 € per year.
Location: London
Company: BritBox International
Reporting to: SVP, Technology & Content Delivery
Contract Type: 12 Month Fixed-term contract
About Us
Welcome to BritBox, the ultimate streaming destination for British TV. We bring you an unparalleled collection of thoughtfully curated entertainment, cleverly crafted and brimming with the kind of charm, wit and heart only the Brits could deliver. Born from the BBC, we’re on a mission to share authentically British stories with audiences across the world. Since our launch in 2017, we've quickly expanded to seven markets including North America, Australia, and the Nordics. We are a small but mighty streamer that punches above our weight, available on every major platform.
Job Purpose
We are looking for a Service Manager to own end-to-end service management across BritBox International's technology platform. You will be responsible for both ITSM processes (incident, problem, and change management) and service delivery (vendor relationships, SLA performance, and operational quality), managing a small team of 2–5 people and reporting to the SVP of Technology and Operations. This is not a traditional service management role. We are seeking someone who will own the AI strategy for service operations and be hands‑on in implementing it. Experience with agentic AI frameworks, LLM‑powered automation, and tools like Claude Code is a core requirement.
Responsibilities
- Own and continuously improve ITSM processes across incident, problem, change, and release management, ensuring alignment with ITIL best practices.
- Lead major incident management — coordinating cross‑functional response, driving resolution, and delivering root‑cause analysis and post‑incident reviews.
- Maintain and evolve the service catalogue, ensuring all technology services are clearly defined, documented, and understood across the organisation.
- Monitor platform health, availability, and performance across all BritBox markets, proactively identifying risks before they impact viewers.
- Coordinate with engineering, product, infrastructure, and content teams to ensure service continuity during releases, migrations, and scaling events.
- Manage relationships with third‑party vendors and technology partners, holding them accountable to contracted SLAs.
- Define, track, and report on service KPIs including platform uptime, Mean Time to Resolve (MTTR), Mean Time to Identify (MTTI), and customer satisfaction metrics.
- Produce regular service performance reporting for senior leadership, translating operational data into actionable insights.
- Drive service improvement plans based on trend analysis, incident patterns, and feedback from internal stakeholders and viewers.
- Negotiate and manage vendor contracts, ensuring BritBox receives optimal value and service quality.
- Design and implement an AI‑first service operations strategy using agentic frameworks and LLM‑powered tools.
- Deploy AI agents for automated incident triage, classification, and first‑line resolution.
- Build agentic workflows that autonomously execute operational runbooks.
- Implement predictive analytics and anomaly detection to identify potential service degradations.
- Design and deploy self‑service automation for internal teams.
- Establish robust governance around AI agent behaviour.
- Develop and maintain ITIL‑aligned process documentation.
- Establish governance frameworks for AI tooling in service operations.
- Drive continual service improvement through retrospectives and data‑driven insights.
- Own stakeholder communication during major incidents and significant changes.
Knowledge and Experience
Essential experience:
- Experience in IT service management or service delivery, with leadership or management role.
- Proven hands‑on experience with AI‑driven service management tools and agentic frameworks.
- Strong understanding of agentic AI architectures and how to apply them in a service operations context.
- Solid ITSM foundation with practical experience applying ITIL v3/v4 principles.
- Experience with ITSM and observability platforms.
- Demonstrated vendor and partner management experience.
- Experience managing service teams in a multi‑region or 24/7 operational environment.
- Familiarity with observability and monitoring tooling.
- Knowledge of prompt engineering and AI agent orchestration patterns.
- Strong technical understanding of cloud infrastructure and content delivery networks.
- Excellent communication skills.
Desired experience but not essential:
- ITIL 4 Foundation or Expert certification.
- Experience in the media, entertainment, or streaming/OTT industry.
- Experience with automation scripting for operational tooling.
- Experience implementing or managing AI‑powered chatbots or virtual service agents.
Core skills:
- A calm, authoritative presence during high‑pressure incidents.
- A forward‑thinking leader who sees AI as a practical tool for service operations.
- Someone who thrives in a fast‑paced, evolving environment.
- A strong communicator who can navigate vendor relationships and lead incident responses.
- A team builder who invests in growing people and fostering a collaborative culture.
- Genuine curiosity and a continuous learning mindset.
Our Values
Our BritBox Global Values represent our culture and shape everything we do. Defined by our employees, they are the foundation of how we work together, every day.
This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.
Service Delivery Manager in London employer: BritBox
At BritBox International, we pride ourselves on being a dynamic and innovative employer that champions creativity and collaboration. Our London-based team thrives in a fast-paced environment where employee growth is nurtured through hands-on experience with cutting-edge AI technologies and service management practices. With a strong commitment to our values and a culture that encourages continuous learning, we offer a unique opportunity to be part of a remarkable journey in bringing the best of British entertainment to audiences worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend events, join online forums, or even hit up BritBox's social media. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching BritBox and its culture. Understand their mission and values, and think about how your skills align with their goals. This will help you stand out as a candidate who truly gets what they're all about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience with AI-driven service management tools and ITIL processes, as these are key to what we're looking for!
Show Your Passion:Let your enthusiasm for British TV and the streaming industry shine through in your application. We want to see that you’re not just qualified, but genuinely excited about joining our team at BritBox.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make your skills and experiences easy to read. We appreciate clarity!
Apply Through Our Website:Don’t forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at BritBox
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI-driven service management tools and agentic frameworks. Be ready to discuss how you've applied these in past roles, especially with tools like Claude Code. This is a core requirement, so show them you’re not just familiar but can also implement these strategies effectively.
✨Understand ITIL Principles
Since this role involves ITSM processes, it’s crucial to have a solid understanding of ITIL v3/v4 principles. Prepare to talk about how you've applied these in real-world scenarios, particularly in incident, problem, and change management. They’ll want to see that you can align their processes with best practices.
✨Showcase Your Leadership Skills
As a Service Delivery Manager, you'll be managing a small team. Be prepared to share examples of how you've led teams in high-pressure situations, especially during major incidents. Highlight your ability to communicate effectively with both technical and non-technical stakeholders.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills and your approach to service delivery. Think about past experiences where you had to manage vendor relationships or improve service quality. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
