BBC Extend
This role is advertised as part of our BBC Extend programme for disabled people.
To apply for this role you should identify as deaf, disabled or neuro-divergent and must meet either: the definition of disability in the Equality Act (2010), the definition of disability in the Disability Discrimination Act (1995) if applying in Northern Ireland. You’re broadly defined as disabled under both acts if you have a physical or mental impairment that has a substantial and long-term negative or adverse effect on your ability to do normal daily activities. This definition includes both apparent and non-apparent conditions and impairments, and medical conditions such as Cancer, HIV or Multiple Sclerosis.
We are committed to making the process of applying for this role as accessible as possible. If you need to discuss adjustments or access requirements for the application process, or have any questions about our Extend programme, please contact the BBC Extend team via the shared mailbox.
The BBC are fully committed to providing workplace adjustments to help eliminate barriers in the workplace that disabled people face. To do this, we have our own dedicated BBC Access and Disability Service that provides assessments and support throughout employment with us. If you are successful in applying for this role and require workplace adjustments, we will work with you to get your adjustments in place.
If you’d like more information on BBC Extend, please visit the BBC Extend webpage.
Job introduction
Salary: Up to £60,000
Contract type: Permanent role
Location: Office Base is London - New Broadcasting House or Salford - Dock House.
Closing Date: 24th of April 2025
The Service Delivery and Compliance team sits at the heart of Technology Operations. We support the BBC’s output by providing a range of Service Management functions across a broad variety of technologies. What you do will have an impact on an audience of millions across the globe. Working closely with our digital product teams, broadcast engineers, and production teams, you will gain a unique insight into how the BBC operates behinds the scenes.
As a Principal Service Manager for the Service Transition and Change team, you will be responsible for applying good Service Transition and Change Management practice across the Technology & Media Operations group. You will mature the existing processes through training, governance, and building relationships with key stakeholders. Leading the adoption and implementation of those processes for new or changed products, platforms or services. This includes the development and maintenance of agreed Service Acceptance Criteria, detailing the stakeholders, roles, responsibilities and support models amongst other key service architecture information.
Ensuring services are transitioned successfully into operational support via due process is critical to helping our operational teams ensure a seamless user and audience experience. Working in a complex technology environment with both internal and external suppliers and stakeholders. Balancing delivery and operational needs will provide a high degree of challenge for an experienced Principal Service Transition Manager to collaborate on and manage requirements that meet the best interests of BBC audiences.
This role will involve managing a small team whilst also supporting your own Service Transition projects through service acceptance into the live operational environment. You will be responsible for holding delivery teams to account for including due consideration for operational support requirements, with input from delivery, operational, commercial and senior stakeholders across the business.
Main responsibilities
- Responsible for the Service Transition and Change Management functions operated in Technology Operations.
- Responsible for setting clear boundaries around service acceptance, holding delivery teams to account, whist working with and influencing stakeholders to address business risk. Applying a pragmatic approach to help deliver the needs of the business into operational support.
- A point of escalation for Service Transition and Change related operational queries.
- Required to be a leader and set the goals, agenda and behaviours for the team.
- Will manage multiple Senior Service Managers / Service Managers.
- Responsible for distributing Service Transition project work across the team and undertake this work yourself alongside the team, maintaining and delivering your own portfolio of transition projects.
- Responsible for growing and maintaining skills resilience within the team to ensure day-to-day operational Change Management tasks can always be covered.
- Liaise with other Technology & Media Operations and Digital Product teams as and when required to ensure the successful delivery of services into Technology Operations.
- Responsible for auditing transition and change processes to assure consistent standards and regular reviews by the accountable owners for accuracy, relevance, and appropriate use.
- Promotes and champions the culture for automation and process efficiency and seeks to apply appropriately.
- Monitors and reacts to relevant end user feedback in relation to Service Transition and Change Management processes.
- Responsible for process governance function in the management of Change and Transition tickets.
- Must work closely with interfacing processes to ensure smooth process handover with no/minimal duplication of effort.
- Responsible for compiling ad-hoc reports.
- Instigate and engage wider stakeholder groups regarding process related continual service improvement initiatives.
- Positive approach to achieving business solutions, with the ability to develop a positive outcome from complex problems.
- Proactively drive improvements to Service Acceptance Criteria and change processes, including capturing and acting on stakeholder feedback, and planning and implementing technical and non-technical enhancements.
Are you the right candidate?
- Extensive Service Transition/ Service Management experience
- ITIL/ITSM experience
- Line Management and leadership experience
- Change Management experience
- Process ownership and improvement
Flexible working and adjustments
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 [email protected].
For any general queries, please contact: [email protected].
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.
Interview process
A virtual interview - approximately one hour of process and values-based questions.
Interviews due to commence in early May (this may be subject to change).
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.
