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Technical Operations
Permanent - Full Time
Location: Salford, GB, M50 2QH or London, GB, W1A 1AA
Job Reference: 19120
Band: D
Salary: Up to £55,100 depending on relevant skills, knowledge and experience.
Contract type: Permanent/continuous
Closing Date: 24th February 2025
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.
If you need to discuss adjustments or access requirements for the interview process please contact reasonable.adjustments@bbc.co.uk. For any general queries, please contact: bbchr@bbc.co.uk.
Job 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 our 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
* Manage high priority problem tickets in order to establish root cause.
* Mature and maintain comprehensive documentation for problem management.
* Ensure internal and external service providers adhere to BBC problem processes.
* Chair regular problem management meetings with both internal and external service providers.
* Understand and articulate technical challenges to non-technical audiences.
* Ensure known error database and supporting knowledge articles are created and accurate.
* Work with the reporting team to develop comprehensive and meaningful reporting.
* Lead major incident reviews ensuring all identified actions are implemented.
Are you the right candidate?
You will have the following skills:
* Service Delivery Management
* ITILV4
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. 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 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.
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.
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