Service Delivery Manager

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.

Service Delivery & Vendor Management

• Manage relationships with third‑party vendors and technology partners (CDN providers, cloud infrastructure, platform 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.

AI-Driven Service Automation

• Design and implement an AI‑first service operations strategy using agentic frameworks and LLM‑powered tools such as Claude Code, autonomous service agents, and AI‑assisted runbooks.
• Deploy AI agents for automated incident triage, classification, and first‑line resolution — reducing mean time to resolve and freeing the team to focus on complex, high‑impact issues.
• Build agentic workflows that autonomously execute operational runbooks, elevate intelligently, and learn from historical incident data to improve over time.
• Implement predictive analytics and anomaly detection to identify potential service degradations before they impact viewers.
• Design and deploy self‑service automation for internal teams, enabling engineers and product staff to resolve common requests without manual service desk intervention.
• Establish robust governance around AI agent behaviour, including escalation policies, human‑in‑the‑loop controls, audit trails, and output validation.

Process & Governance

• Develop and maintain ITIL‑aligned process documentation, including service management policies, operational procedures, and escalation matrices.
• Establish governance frameworks for AI tooling in service operations, including prompt engineering standards, agent guardrails, and responsible AI practices.
• Drive continual service improvement through retrospectives, data‑driven insights, and industry benchmarking.
• Own stakeholder communication during major incidents and significant changes, ensuring timely, clear, and accurate updates to technical and non‑technical audiences.

Knowledge and 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 — including but not limited to Claude Code, LLM‑powered automation, AI service agents, or equivalent AI‑native operations tooling.
• Strong understanding of agentic AI architectures and how to apply them in a service operations context (autonomous triage, predictive analytics, self‑healing workflows, intelligent escalation).
• Solid ITSM foundation with practical experience applying ITIL v3/v4 principles in a technology organisation.
• Experience with ITSM and observability platforms such as ServiceNow, Jira Service Management, PagerDuty, Opsgenie, or similar.
• Demonstrated vendor and partner management experience, including SLA negotiation and performance management.
• Experience managing service teams in a multi‑region or 24/7 operational environment.
• Familiarity with observability and monitoring tooling (Datadog, Grafana, New Relic, CloudWatch).
• Knowledge of prompt engineering and AI agent orchestration patterns.
• Strong technical understanding of cloud infrastructure (AWS, GCP), streaming/OTT platforms, and content delivery networks.
• Excellent communication skills — able to lead incident bridges, produce executive‑level reporting, and translate technical issues for non‑technical stakeholders.

• ITIL 4 Foundation or Expert certification.
• Experience in the media, entertainment, or streaming/OTT industry.
• Experience with automation scripting (Python, Bash, or similar) for operational tooling.
• Experience implementing or managing AI‑powered chatbots or virtual service agents.

• A calm, authoritative presence during high‑pressure incidents who instils confidence across technical and non‑technical teams.
• A forward‑thinking leader who sees AI not as a buzzword but as a practical, transformative tool for service operations.
• Someone who thrives in a fast‑paced, evolving environment and is comfortable with ambiguity.
• A strong communicator who can navigate vendor relationships, lead incident responses, and report to senior leadership with equal confidence.
• A team builder who invests in growing people and fostering a collaborative, psychologically safe team culture.
• Genuine curiosity and a continuous learning mindset — particularly around emerging AI and automation technologies.

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.