Job title Job family Manager Service Management Technical Systems & Proposed Delivery band E Job purpose The Manager, Service Management is responsible for leading a functional team in one of the specialist areas of Assurance and Capability, Service Support, Service Information and Service Transition. The role is responsible for defining and implementing a set of processes and functions for their specialist area that integrate with the departments other functional teams in support of aligning IT with the organisational goals - delivering value through continuous process improvement, whilst meeting or exceeding customer needs. 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 to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement Establishes and maintain strong and 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 specialist functional area, identifying how best practice contributes to the Service Management approach Manages 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) Knowledge, skills, training and experience Essential A multi-faceted role that demands thorough 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 Page 1 of 7
area Awareness of large scale technology programmes and IT infrastructure environments 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 Identify, and provide resolutions to procedural / process issues in maintaining a Continuous Improvement philosophy Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome Commercially astute and effective problem solver with ability to examine and reengineer processes, procedures and practices Excellent verbal and written communication capabilities with 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 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 Understanding of data gathering and business analysis (for example, structuring business data in a meaningful way) 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 Significant experience of managing service through outsourced contracts Service Transition experience in relation to organisational and operational change 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 Head of Broadcast and Online Service Management 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 Page 2 of 7
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: Manages staff budget circa. 1.5m Manages performance and sets direction and priorities for functional team Direct reports 3-10; Indirect Reports up to 50 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 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 7
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 Design + Engineering Product Manager W12 Organisation structure Context The Engineering Division delivers the technology and services that enable the BBC to fulfil its strategic and business goals. In simple terms, it provides the technology to enable great content to be delivered to our audiences 365 days of the year. The Engineering function supports the BBC s goals by developing and delivering technology solutions which transform the way people across the BBC in the digital production of programmes for TV, Radio and online platforms, broadcast scheduling, corporate web sites, the BBC intranet and the BBC s Digital Archive. The SAP and BI Service Delivery Team will manage the service delivery of the SAP, non SAP and bespoke application portfolio, outline systems roadmaps aligned with current and future business needs; manage business demand; communicate and manage the testing of releases, govern the service delivery process interfacing to internal as well as external stakeholders and ensure Service Levels Agreements, Operational Level Agreements and Key Performance Indicators are met. The team will also oversee the implementation of continuous improvements to the service. Job Purpose The role of the Technical Service Manager is to manage the contractual relationship with the BBC s outsourcing providers of application and infrastructure management service for SAP environments, from a technical and technology delivery perspective. The focus is on ensuring that suppliers meet the BBC s operational requirements, Service Level Agreements, Key Performance Indicators and deliver business critical outcomes. The role also provides effective cost management within the contractual relationship with service providers whilst assessing potential technical and solution related synergies across the contract portfolio. Additional job specific responsibilities and accountabilities Develop and operate effective working relationships with third party suppliers, paying particular attention to the management of the interdependencies between suppliers within a multi supplier environment where the delivery of the overall service is dependent on the co-operation and interaction of a group of suppliers Manage relationship with the BBC s outsourcing partner on a day to day operational basis Continuously identify and manage risks associated with the execution and delivery of the contract. Manage overall performance and ensure that the operational technology services governed by the contract are successfully delivered by the service provider, aligned and implemented according to ITIL V3 Analyse performance information regularly in order to determine the suppliers performance in delivering services in accordance with the contractual Key Performance Indicators. Utilise this analysis to calculate any service credits due and report findings to senior management Page 4 of 7
Essential Continually manage and maintain the key performance measures in order to ensure that they remain fully aligned to the needs of the business. Where changes to the measures are required either as a result of changes in the technology environment or changes to business need, lead the process of developing and amending these measures where required in order to ensure that they remain aligned. Lead the periodic review of Service Level Specification and Performance Monitoring to ensure alignment with evolving technical as well as business requirements Undertaking audits and Benchmarking of the relationship Deploy formal ITIL based incident and problem management processes in order to analyse performance trends and identify recurring performance issues which are manifesting themselves as problems. Work with the supplier to develop remedial action designed to eradicate performance problems. Attend weekly calls for incident review and problem management board. Proactively review and highlight support process issues and fix them to ensure having robust processes Undertaking audits on the incident logged and resolved by the service provider to review quality and ensure the process is followed as defined and agreed. Perform a review of incidents escalated to SAP and act as a point of contact to the service provider for escalation and issues arising with these tickets. Perform an analysis of aging tickets and lead corrective action to ensure improvement Lead on major incident communication and ensure Major incident process is thoroughly followed by the service provider Lead on the Disaster recovery annual testing Review Major Incident report and ensure corrective and improvement action are completed Review downtime request from the service provider and assess impact on business and critical activities and ensure that communication is sent to all impacted parties. Take part of change management process and ensure that CRs impact assessment is performed across the relevant applications Attend CAB meeting and review and assess the potential impact on BAU Review capacity reports and recommendations Review of project initiation document and engage with project to ensure the service introduction/take on criteria have been met before a project is moved through the stage gates and then to BAU Review the monthly technology service report and attend the service management board. Produce monthly service assurance report Contribute to the Application roadmap Highly experienced Technical / Operational Manager with a strong background in the management of the delivery of technology services for SAP environments via a major outsourced services contract Strong background in the delivery of operational services using the ITIL Framework for SAP environments. Demonstrable understanding of the design and operation of financial systems including Finance, Procurement, HR and BW SAP solutions. Page 5 of 7
Strong influencing and negotiation skills particularly with respect to the introduction of new services, ensuring that these are introduced and delivered with minimal disruption to operational services Strong technical expertise with a demonstrable track record of individual technical achievement and successful delivery in customer facing services especially within complex technology environments where the services are highly critical to business continuity Proven track record in striving for operational excellence and in particular driving suppliers in achieving very high levels of performance consistently Strong understanding of the design and operation of financial systems including the BBC SAP solutions portfolio Confidence to convey messages, often complex and technical in nature, in a way that is understood widely and clearly; the ability to use a range of styles, tools and techniques appropriate to the audience and the nature of the information Able to interpret financial data, manage budgets and ensures effective financial control across the team and associated contractual arrangements with support partners Experience of managing competing priorities and resolving tensions or conflicts Demonstrable experience in leading and managing application and service delivery teams and associated integrated systems Service Transition experience in relation to organisational and IT operational change Strong analytical skills and able to make sense of complex and logical problems quickly Qualifications Information Technology degree, or equivalent professional qualification / experience. ITIL qualified - ITIL Foundation minimum, ITIL Expert accreditation (preferred). IT Professional certifications aligned to the role as identified within the Job Description Candidates with experience running an IT operation combined with consulting and project management skills are preferred. Project Management certification. BBC Leadership Imperatives & Behaviours Stakeholder Management Create and develop positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. Strategic Thinking Can identify a vision along with the plans, which need to be implemented to meet the end goal; evaluations situations, decisions, issues etc. in the short, medium and longer-term. Analytical Thinking - able to simplify complex problems, process projects into component parts, explore and evaluate them systematically. Able to identify causal relationships and construct frameworks, for problem solving and/or development. Managing relationships and team working - able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively. Collaborating across boundaries challenges systems, processes and people that block collaboration, connects people, ideas, processes and issues, sets an example by Page 6 of 7
sharing resources, knowledge ideas and skills across the organisation, builds helpful, productive relationships across the organisation. Planning and organising - able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources. Communication - able to get messages understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information. Resilience - manages personal effectiveness by managing emotions in the face of pressure, set backs or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy. Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one s own organisation or job requirements. Decision Making - Is ready and able to take the initiative, originate action and be responsible for the consequences of the decisions made. Approval Manager HR Business Partner Name and job title Name Date Page 7 of 7