You will need to login before you can apply for a job.
Sector: Media and Publishing
Role: Senior Executive
Contract Type: Permanent
Hours: Full Time
Package Description
Job Reference: 19275
Band: D
Salary: Up to £55,199 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
Contract type: Permanent/continuous
Location: London - Broadcasting House/Salford Dock House. This is a hybrid role and the successful candidate will balance office working with home working.
Closing Date: 10th of March 2025.
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 neurodivergent and must meet either: the definition of disability in the Equality Act (2010), or 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.
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.
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.
Introduction
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 range of technologies. What you do will have an impact on audiences across the globe. As the Senior Problem Manager, you will be responsible for the application of problem management across technology divisions. You will mature the existing problem management processes through training, governance, and lead the adoption of those processes.
Main Responsibilities
1. Manage high priority problem tickets in order to establish root cause. Ensure permanent fixes and mitigating actions are identified and implemented.
2. Mature and maintain comprehensive documentation for problem management, including operational procedures, support documentation, and knowledge articles.
3. Ensure internal and external service providers adhere to BBC problem processes and act as a point of contact for governance forums and escalations.
4. Mature problem management processes and adherence within internal operational teams.
5. Chair regular problem management meetings with both internal and external service providers.
6. Understand and articulate technical challenges to non-technical audiences.
7. Ensure known error database and supporting knowledge articles are created and accurate.
8. Leverage appropriate data to perform trend analysis to identify patterns, resulting in identifying Problem records and areas of focus.
9. Work with the reporting team to develop comprehensive and meaningful reporting and provide commentary and insights into the data.
10. Suggest initiatives to improve the service based on findings in your role.
11. Lead major incident reviews ensuring all identified actions as part of the review are implemented where achievable.
12. Produce major incident reports for senior and executive management ensuring technical findings are written in such a way that can be understood by non-technical readers.
Are you the right candidate?
You will have the following skills:
Problem Management, Kepner Tregoe, Service Delivery Management, Executive report writing, ITIL V4.
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. 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. Diversity matters at the BBC.
#J-18808-Ljbffr