Technical Systems & Delivery

Transcription

1 Job title Job family Principal Service Manager Technical Systems & Delivery Proposed band D Job purpose The Principal Service Manager is recognised as a role model and leader both inspiring and building high performing motivated teams placing the audience at the heart of everything they do. Will be active in the external IT Service Management professional communities engaged with other industry leaders both learning and developing best practice bringing this back into the BBC. The role holder champions service and end user experience setting vision, communicating strategy and goals across the Service Management, Service Assurance, Capability, Support, Information and Service Transition communities. This will be transposed into SMART objectives for their functional team to deliver supporting wider BBC strategic objectives and to establish a balanced scorecard. The Principal role leads the seamless delivery of technology services to the BBC irrespective of where the service is sourced. It does this by establishing and maintaining mechanisms to review agreements and targets, managing relationships between providers both within and outside the organisation; and providing service reporting that fulfils all stakeholder and business needs. Key responsibilities and accountabilities Process definition and ownership, negotiates and influences agreement, communicates and maintains the policy and standards for all processes in respective functional areas consistent with more broad BBC process architectures Accountable to ensure that all business stakeholders within the division and wider BBC are clear of their responsibilities, through agreement and sponsorship from the Executive and Senior Management teams in the division Builds and champions positive and productive relationships with internal and external stakeholders. Communicates written and verbal complex information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to non-technical colleagues Utilises sophisticated mediation, influencing and negotiation skills where there are challenging or contentious issues involved commercially or performance orientated with suppliers and internal stakeholders Responsible for developing and championing the specialised support service, and providing specialist advice to a range of decision makers Responsible for the leadership of a team including performance management, assignment of work; maintenance of work standards and progress; participates in recruitment, training and appraisal as required Solves complex problems using rigorous analysis and drawing information from a breadth sources Identifies and creates solutions to solve issues and risks within functional area escalates to manager and recommends solutions where required Page 1 of 5

2 Knowledge, skills, training and experience Essential Strong and varied leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, challenge and support. Service Delivery / Management experience in a complex / large scale internal and external environment Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets Applied use of ITIL Framework to deliver process improvement with V3 Foundation as a minimum Strong analytical skills, and able to make sense of complex and logical problems quickly Effective problem solver with ability to examine and re-engineer processes, procedures and practices Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved Excellent negotiation skills and the proven ability to manage relationships and adopt a flexible approach where necessary High level of IT competence with aptitude for learning new technologies and processes with a focus on Service Desk and ITIL technologies and processes Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome Commercially astute experienced in understanding contractual obligations and working to deliver high quality on this basis Strong verbal and written communication capabilities with experience of interaction at director level Understands the provision of data analytics and its potential uses in end user experience and automation Ability to prioritise and plan, balancing priorities and deadlines Strong ownership skills to deliver process ownership, obtaining agreement of and effectively communicating policies across the functional area Communicates written and verbal complex information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to non-technical colleagues ITIL Managing Across the Lifecycle ITIL Service Design ITIL Service Capability Service Offerings and Agreements ITIL Continual Service Improvement Lifecycle BMC IT Service Management Understanding SFIA Job impact Page 2 of 5

3 Decision making The role holder reports to the Manager, Service Management Prioritise team focus derived from a balance of business objectives and business workflow, business requirements and processes identified by the product areas, their teams and managers mediating successful outcomes where competing requirements surface The role holder is responsible setting direction and for decision making within the specialised areas but will need to ensure consistency of such decisions with the different functions and their objectives within the Service Management Responsible for setting vision, strategy and objectives for team to deliver service strategy and event plans for key events placing the BBC brand on a global stage Decides on mechanisms and facilitates the relevant forums to review performance against agreements and targets (SLA s and OLA s) taking decisions on the levels and types of interventions required to improve service Leads on the development of team objectives that underpin wider BBC business objectives and strategies putting in place plans within the team compliant with accepted standards and polices setting new where required Proactively leads on decisions or actions that will have a continuing effect on the quality of output or services to viewers, listeners and/or public bodies Scope Finance: Responsible for head count budget Line Management: Direct Reports 3-10; Indirect Reports 3-10 Ad-hoc Teams: Participates and leads ad-hoc teams 3-10 Other information For Reward team use only Job Code Definition: Content 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. Page 3 of 5

4 Appendix There may be sub-sets of the generic job described above which require additional technical skills. This appendix to the generic job description can be developed to cover such situations. Division Reports to (title) Location base ISOC Service Management Manager Salford Additional job specific responsibilities and accountabilities Introduction BBC Design & Engineering delivers products, platforms and services globally, supporting the BBC's digital transformation and helping to change the Corporation into an internet fit broadcaster. Its ambition is to be one of the most exciting technology groups for any media company in the world. The Division consists of the Infrastructure, Services, Operations and Commercial (ISOC) Group with responsibility for the BBC products, platforms and services that provide the operating environment for the BBC including control rooms, support infrastructure and device/os technology. The Service Information and Support team within Broadcast and Online Service Management is accountable for driving the effective management of Service Data and Tooling across the BBC, including SACM (Service Asset and Configuration Management), Service Request Management, and administration of the BBC s Remedy ITSM Toolset. In addition, the team is responsible for Hardware and Software Asset Management, Service Portfolio Management, and governance of core support processes required to deliver the BBC s strategic objectives for Service Management. As a Principal Service Manager, you will: Lead a small team of professionals who cover Software Asset Management, Service Portfolio management, and governance of core support processes (Incident, Knowledge etc) Be responsible for defining, developing, and governing IT Service Portfolio capability which includes managing Service Catalogues and supporting processes Be responsible for managing and setting direction for a team that covers Software Asset Management Be responsible for consistency and governance of Incident, Knowledge, and other Service Desk related processes across Design and Engineering Own support processes and policies and review them regularly against industry benchmarks and best practices Be responsible for the sign off and governance of the service support processes that will assure consistency and maintenance of service support data in the Remedy on Demand tooling system Act as point of escalation for cross tower incident escalation to resolve process / SLA issues between support / resolving groups Support the governance function in the management of Incident SLAs, OLAs, reporting and auditing The successful candidate should demonstrate: Service Delivery / Management experience in a complex / large scale internal and external environment Page 4 of 5

5 Experience in managing teams along with proven leadership skills Experience in defining strategy, roadmaps, supporting processes and implementing new IT disciplines would be highly advantageous Experience in Software Asset Management, Service Portfolio management, defining and governing Service Desk related processes would be highly advantageous Proven ability to manage a range of stakeholders and deal with escalations from a variety of areas appropriately Experience of creating and distributing comprehensive reports from a number of sources back to the business Experience of working collaboratively with multi-disciplinary teams with a delivery focus in both project and operational environments Experience of data gathering, analysis and auditing Experience in designing, standardising, implementing, and governing service support processes ITIL v3 Intermediate Experience in supplier management Effective communication skills both orally and in writing and ability to target content for the audience Proven problem solving skills; ability to gather evidence and make recommendations to enable effective decision making Page 5 of 5