Job title Job family Principal Continual Service Improvement Manager Technical Systems & Grade Grade 9 Delivery Job purpose The Continual Service Improvement (CSI) manager is responsible for leading a functional team within Service Capability and Design. This is a brand new business function, the role holder will be responsible to both establish and manage CSI across Broadcast and Online Service Management building a network of CSI subject matter and knowledge leads. Develop the processes and governance required to operate a CSI portfolio creating the compelling cases for investment that support both opportunities to address existing problems, business risk and exploit value and best practice. The role holder will also operate and develop Problem Management creating an integrated operating model between the CSI, Problem and Service Assurance teams. Key responsibilities and accountabilities Acts as an ITIL expert in the analysis and development of existing processes, procedures and methods to promote effective business and systems operations through standardisation, improvement, simplification and discontinuance Establishes and maintains strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement. Establish and maintain strong productive relationships with the IT outsource partners and other suppliers to ensure that service performance is effectively managed and monitored and issues are dealt with promptly and in line with contractual obligations. Promotes best practice establishing a CSI network across Broadcast and Online Service Management. Manages people performance and sets direction and priorities for functional team; assigns clear accountabilities and performance expectations; reviews performance and addresses underperformance when needed. Leads the staff appraisal process effectively Be an ambassador for the functional team and represent Service Management internally and externally (as appropriate) Page 1 of 9
Knowledge, skills, training and experience Essential Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment. An experienced leader with a proven track record of leading high performing teams and confortable working in new areas managing ambiguity and pressure. Knowledge of the ITIL framework as well as a high level of IT technical competence Extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes. Influential relationship management skills with stakeholders, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets. Significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping. Significant and demonstrable experience in ITIL v3 modules relevant to functional area. Awareness of large scale technology programmes and IT infrastructure environments. Commercially astute and poses strong analytical skills, and able to make sense of complex and logical problems quickly. Ability to prepare and present oral and written reports, presentations, recommendations and perform necessary research, or investigations. Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organisation. Experience of the design and implementation of moderately complex operating models, including process design, people and organisational design, governance design, designing operational interfaces to the BBC and other suppliers. Ability to prioritise and plan, balancing priorities and deadlines. A solid understanding of change management. Use influence, oversight and direction in the provision of changes that have a bearing on the environment. Page 2 of 9
Flexible approach to work with a focus on delivery to deadlines and high standards Attention to detail; self-starting and strong focus on completing / finishing. IT literate - excellent knowledge of Microsoft Office suite. Able to demonstrate the ability to develop and present PowerPoint presentations to clients and management. Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level. Extensive experience in managed services and service delivery environment including technical and service management exposure Demonstrate a high level of political and business awareness; acutely aware of organisational sensitivities Job impact Decision making Reports to Manager Service Capability & Design The role holder has decision making within the specialist area but will need to ensure consistency of such decisions with the different functions and their objectives within the SDM Leads, manages, defines and owns departmental policy and procedure There is freedom to act in planning and determining objectives as well as in achieving them within policies and accepted standards Decisions or actions have a substantial impact on the direction and/or achievement of departmental objectives Establishes and maintains strong and productive relationships with key stakeholders and 3 rd party suppliers Scope Finance: Line Management: Ad-hoc Teams: Working with commercial & finance teams building investment cases Manages performance and sets direction and priorities for functional team Direct reports 3-10; May be involved in the general direction of a project as a Sponsor or key stakeholder or they may manage an embedded project team to deliver service management projects 4 to 20 staff excluding contractors or FTC Page 3 of 9
Other information For Reward team use only Job Code Definition: Content / Content Support / Support 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 4 of 9
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 Broadcast & Online Service Management Reports to (title) Manager Service Capability & Design Location base London Broadcast Centre W12. Organisation structure Additional job specific responsibilities and accountabilities Accountable for all CSI activity being conducted in BOSM and being applied to internal and key supplier services. Also those being applied internally to BOSM and wider D&E processes. Working closely with other BOSM teams to continually improve services. Particularly Service Assurance Tower teams, Problem Management. Also other D&E teams such as Product, Platform, and Strategy. Accountable for the BOSM CSI process and its interface with Service Assurance, Problem Management processes run by key BOSM partners (EUC, Connectivity) and internal BBC delivery organisations (P&B, Online). Responsible for a BOSM team focused on Problem Management processes and deliverables. Problem Management and CSI are expected to work hand in hand. Required to take the lead managing CSI initiatives which require urgent BBC response and marshalling of partner and internal delivery teams to deliver improvements quickly. Some of this activity will be conducted in partnership with BOSM Problem Management. Required to develop a pan ISOC CSI plan to facilitate coordinated response to major service and process improvement needs. This process must facilitate a standardized contribution to deliverables such as CSI reporting to senior leadership and business stakeholders, producing comprehensive documentation. Required to work closely with business stakeholders to ensure that improvements actually deliver benefit to the business and match business requirements. Required to develop common approaches across BOSM to conducting CSI. As much CSI occurs naturally out of other processes it is important that this activity is coordinated and standardized to ensure that it delivers maximum value. Accountable for developing and applying standardized governance to the CSI disciplines including registers, monthly reviews, value reports and other relevant Page 5 of 9
governance processes. Required to work in close partnership with teams across BOSM and wider ISOC and to cultivate productive relationships through mandate and influencing. CSI has to become part of the culture of the organization and something that we are known as a centre of excellence for. Approval Manager HR Business Partner Anthony Stephens Manager Service Capability & Design Antoinette Paige Date 20-10-2017 Job Advertisement Continual Service Assurance Manager (BBC Design & Engineering) How would you like to work with the world s leading broadcaster? BBC Design & Engineering (D&E) provide industry-leading technology services to BBC News, World Service, Radio, Content, Nations and English Regions. Providing critical services to these world famous industry leaders, we are proud to be an integral part of the most renowned broadcasting and media organisation in the world. The services we assure include large scale enterprise, production and broadcast and online products. As with all service portfolios on this immense scale, there is always room for improvement. That is where you come in. Working within a dedicated Service Management team, the Continual Service Manager (CSI Manager) is responsible for bringing together all the various CSI activities that are already occurring and marshalling them into a management process that you will create. There are already Problem Management, Incident Management and Service Assurance teams and processes at work in D&E who identify, design and undertake improvement activities. Your role is to control, standardise and track these various activities to ensure they lead to solid benefits for the BBC. We also need your skills and experience to set up a comprehensive process for identifying new CSI opportunities, making sure they get addressed and the benefits tracked. Knowing the benefits that formal CSI can have, we would like your help in selling the benefits to our editorial leadership: CSI can be of great benefit to the BBC and its audiences and we want our senior editorial colleagues to be with us on that. Page 6 of 9
The technology needs of the BBC rapidly evolving and so are the ways in which our audiences consume BBC content. We are now providing more and more digital services, and an increasing volume of audiences overseas are being catered for. Whether it is providing services to enable BBC Sport to cover the World Cup, to ensuring that the audience voting for Strictly Come Dancing works seamlessly, you would be key to ensuring that these commitments to our audiences are met and that we improve audience and business experiences continually. Working in the BBC s flagship buildings in London, you would be at the heart of the action, spending time in our world leading News room, studios, production floors and galleries, with the most creative technical minds in broadcasting, with the opportunity to progress your career through the wider Design & Engineering Division. You Have experience managing continual improvements to technology services in medium or large scale organisations. Enjoy forging strong productive relationships with stakeholders, colleagues and users in the pursuit of delivering high quality services whilst maintaining service targets Are service-oriented and apply yourself in a professional manner to deliver the best service experience possible Have a natural tendency to improve things. To notice the quick wins, to understand what can be made better, and be able to cut through barriers to make it better. Have a passion for technology and technology services and you are keen to learn about the production and online technologies that drive the BBC. You enjoy working with techies and engineers, proficient at translating their language into business language. Are calm, collected and methodical when faced with a major incident. The breadth of the technology landscape is significant at the BBC and sometimes, things go wrong. You are able to marshal resources, manage concerned stakeholders and make recovery decisions under pressure. Enjoy asking questions and getting to the bottom of things. You are not afraid to keep asking questions until you have a full understanding of the situation and orchestrating the right resources to resolve issues and problems. Enjoy the buzz of life in the fast lane and are conscious of the importance of deadlines in the broadcasting world, where the show must go out at the scheduled time no matter what! Are resilient and positive, able to set boundaries without appearing obstructive. You are able to collaborate with people who may have differing objectives or priorities, aligning people to work together to a common goal. Page 7 of 9
Are an excellent communicator. From 1 to 1 conversation with colleagues, clients and stakeholders, to presenting complex ideas, data and hard facts to larger groups, you thrive on this and are not put off by the idea of standing up before an audience. The Opportunity As a CSI Manager, you will: - Be responsible for all CSI activities across BOSM. Drawing on the support and expertise on the services from within the team and from teams in the wider D&E Division, many of whom are already doing CSI. - Facilitate an effective relationship between BOSM teams and delivery Towers in order to achieve CSI objectives. - Work within a small dedicated service management team focussed on CSI, Problem Management and Performance reporting. - Be responsible for the Problem Management function and manage the Problem Management team. CSI and Problem Management are to work in union. - Collaborates with fellow Senior Service Managers across BOSM to support the wider organisational objectives to continually improve both assured services and internal processed. - Act as a point of contact for the client facing service managers in BOSM to go to with CSI opportunuities. Help the client facing team matriculate CSI objectives to the client. - Create processes to integrate CSI with Problem Management and post incident activities, to ensure that Problems and Incidents are turned into improvement opportunities. Turning negative service experiences into positive improvements is a key objective for BOSM and one way in which we are going to demonstrate our value to the BBC. - Create processes to communicate and report on CSI objectives and improvements achieved. The value of CSI needs to fully appreciated by the BBC and become part of the culture of BOSM and wider D&E. - Develop an in-depth understanding of BBC customer Divisions business drivers, processes, user communities and organisational structure. You will have every opportunity to be immersed in their operation. - Develop an in depth understanding of the catalogue of services consumed by BBC customer Divisions. - Feed into service reviews and other meetings with BBC clients, customer stakeholders and 3 rd parties. Spending quality time with all of these groups is a major element of the role. - Listen to feedback from Principal Service Managers on the status of the business, the services and how they may be improved. Create CSI objectives from this feedback and see through programs of work to ensure value achieved. - Jump on issues and understand them quickly. Turning issues into opportunities is a key part of the role. - Help BBC customer Divisions to articulate improvement requirements, and ensure that BOSM steps up to meet those requirements. The BBC is a constantly changing organisation and technology services continue to become more and more of a dependency for our audience facing services. - Make things better! You are responsible for reviewing and improving all services used by the BBC in the BOSM portfolio. Many of these are legacy and the scope for improvement is significant. Professional qualifications required: ITIL V3 Foundation, ITIL v3 CSI Package Description Permanent / full time Grade: 9 Location: Role is London W12 based with regular travel to client sites Page 8 of 9
About the Company 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 in the document attached below. You ll be asked questions relating to them as part of your application for this role. The BBC is committed to building a culturally diverse workforce and therefore strongly encourages applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from individuals, regardless of their background. Page 9 of 9