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- Tasks: Lead problem management to enhance service delivery and user experience.
- Company: Join the BBC, a global leader in broadcasting and technology operations.
- Benefits: Enjoy flexible working, 25 days annual leave, and extensive training opportunities.
- Why this job: Make a real impact on audiences worldwide while developing your career in a dynamic environment.
- Qualifications: Experience in problem management, ITIL V4 knowledge, and strong analytical skills required.
- Other info: Diversity and inclusion are core values; flexible working requests are welcomed.
The predicted salary is between 44000 - 66000 £ per year.
Job Reference: 19120
Band: D
Salary: Up to £55,100 depending on relevant skills, knowledge and experience.
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.
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.
If you need to discuss adjustments or access requirements for the interview process please contact the reasonable.adjustments@bbc.co.uk.
Freelancers are eligible to apply for an internal role if they are on a Worker Contract and they have worked continuously for 6 months.
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.
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.
- 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.
- 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 and 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.
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.
- Kepner Tregoe: Proficiency in the Kepner Tregoe methodology for problem-solving and decision-making.
- Service Delivery Management: Strong background in managing service delivery processes.
- Executive Report Writing: Ability to produce clear, concise, and impactful reports for senior and executive management.
- ITIL V4: In-depth knowledge of ITIL V4 practices.
- Technical Proficiency: Familiarity with a broad range of technologies.
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.
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.
Senior Service Manager - (Problem Manager) employer: British Broadcasting Corporation
Contact Detail:
British Broadcasting Corporation Recruiting Team
reasonable.adjustments@bbc.co.uk
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Manager - (Problem Manager)
✨Tip Number 1
Familiarise yourself with the ITIL V4 framework, as it's crucial for this role. Understanding its practices will not only help you in interviews but also demonstrate your commitment to service management excellence.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully managed high-priority problems in the past. Be ready to discuss specific incidents where you identified root causes and implemented effective solutions.
✨Tip Number 3
Brush up on your communication skills, especially in translating technical jargon into layman's terms. This is vital for articulating challenges to non-technical audiences, a key responsibility in the role.
✨Tip Number 4
Network with current or former employees at the BBC, particularly those in similar roles. They can provide valuable insights into the company culture and expectations, which can give you an edge during the interview process.
We think you need these skills to ace Senior Service Manager - (Problem Manager)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in problem management and service delivery. Use specific examples that demonstrate your expertise in identifying and resolving issues, as well as your familiarity with ITIL V4 practices.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the BBC. Discuss how your skills align with the responsibilities of the Senior Service Manager position, particularly your ability to lead problem management initiatives and communicate technical challenges effectively.
Highlight Relevant Certifications: If you have certifications such as ITIL V4 or experience with the Kepner Tregoe methodology, be sure to mention these prominently in your application. This will demonstrate your commitment to professional development and your suitability for the role.
Showcase Your Analytical Skills: Provide examples in your application that showcase your analytical abilities, particularly in relation to data analysis and problem-solving. Highlight any experience you have in producing reports for senior management, ensuring you can translate complex issues into understandable insights.
How to prepare for a job interview at British Broadcasting Corporation
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior Problem Manager. Familiarise yourself with problem management processes, ITIL V4 practices, and the Kepner Tregoe methodology. This will help you articulate your relevant experience and how it aligns with the role.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios related to problem management. Prepare examples from your past experiences where you've successfully identified root causes and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As a Senior Problem Manager, you'll need to communicate complex technical issues to non-technical audiences. Practice explaining technical concepts in simple terms, and be ready to demonstrate your ability to facilitate discussions and lead meetings effectively.
✨Demonstrate Continuous Improvement Mindset
The BBC values a continuous improvement mindset. Be prepared to discuss how you've previously identified areas for improvement within service delivery processes and what initiatives you've led to enhance efficiency and effectiveness in your teams.
