Principal Service Manager - (Transition and Change) EXTEND
Permanent - Full Time
Location: London, GB, W1A 1AA / Salford, GB, M50 2QH
Job Reference: 22571
Band: D
Salary: Up to £60,000
Contract type: Permanent role
Closing Date: 24th of April 2025
THE ROLE
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
1. Responsible for the Service Transition and Change Management functions operated in Technology Operations.
2. Responsible for setting clear boundaries around service acceptance, holding delivery teams to account, whilst working with and influencing stakeholders to address business risk.
3. A point of escalation for Service Transition and Change related operational queries.
4. Required to be a leader and set the goals, agenda and behaviours for the team.
5. Will manage multiple Senior Service Managers / Service Managers.
6. 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.
7. Responsible for growing and maintaining skills resilience within the team to ensure day-to-day operational Change Management tasks can always be covered.
8. Liaise with other Technology & Media Operations and Digital Product teams as and when required to ensure the successful delivery of services into Technology Operations.
9. Responsible for auditing transition and change processes to assure consistent standards and regular reviews by the accountable owners for accuracy, relevance, and appropriate use.
10. Promotes and champions the culture for automation and process efficiency and seeks to apply appropriately.
11. Monitors and reacts to relevant end user feedback in relation to Service Transition and Change Management processes.
12. Responsible for process governance function in the management of Change and Transition tickets.
13. Must work closely with interfacing processes to ensure smooth process handover with no/minimal duplication of effort.
14. Responsible for compiling ad-hoc reports.
15. Instigate and engage wider stakeholder groups regarding process related continual service improvement initiatives.
16. Positive approach to achieving business solutions, with the ability to develop a positive outcome from complex problems.
17. 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.
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.
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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