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JOB DETAILS
BAND: E
DEPARTMENT: Product Engineering & Data, Enablement Dev Operations
SALARY: £75,000-£82,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
CONTRACT TYPE: Permanent, Full-Time
LOCATION: Newcastle or Salford - Hybrid
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.
PURPOSE OF THE ROLE
WHY JOIN THE TEAM
The BBC Dev Operations function is looking to appoint a Service Management Manager to play a key leadership role in maintaining service quality of the BBC’s audience facing digital products and best-in-class engineering culture.
Service Availability and Quality is at the heart of everything we do. Our aim is to provide a quality experience for our users by building solid processes and following most appropriate best practice to remove friction and prevent problems from occurring. The Service Management Manager will be a forward-thinking professional who can lead a team responsible for more than just traditional ITIL approaches to Change and Incident Management.
Your Key Responsibilities And Impact
* Lead and Develop the Service Management Team – recruit and manage a team responsible for Change & Release, Incident & Problem, Risk & Compliance, Service Transition/Onboarding, Service Cost & Availability, Service Taxonomy and Work Management. Provide direction, coaching, and professional development to ensure high performance and motivation.
* Shape Resilient Platforms and Processes - champion the design, implementation, and continuous improvement of robust, scalable service management platforms and processes that reduce friction and enable teams to scale BBC digital services safely.
* Empower Teams to Ship Better, Faster, and Without Fear - embed a culture of safety, reliability, and empowerment by ensuring operational practices support teams to deliver high-quality software rapidly and confidently, minimizing barriers to deployment and innovation.
* Bridge Technology and Editorial Needs - act as a connector between technical and editorial stakeholders, ensuring service management aligns with both technology strategy and the evolving needs of digital content creation and distribution.
* Operational Governance and ITSM Process Ownership - provide subject matter expertise and hands-on leadership for core IT Service Management (ITSM) processes, including change, release, incident, problem, risk, compliance, service transition, and service cost management. Ensure consistent process adoption and continual improvement across engineering teams.
* Service Operations and Continuous Improvement - Oversee the execution of operational ceremonies (e.g., service reviews, post-incident reviews, technology assurance), ensuring robust end-to-end service delivery and fostering a culture of continuous service improvement.
* Stakeholder Engagement and Collaboration - serve as the primary point of contact for service management within the Product Group, collaborating with engineering, product, support, and external partners to align service operations with organizational objectives and user needs.
* Service Governance, Reporting, and Analytics - establish and monitor key performance indicators, produce regular reporting on service health, cost, risk, and compliance, and provide actionable insights to senior leadership.
* Risk, Compliance, and Audit Support - ensure all service management activities adhere to BBC policies, regulatory requirements, and industry best practices. Prepare for and participate in audits, managing risk registers and compliance documentation as needed.
* Service Transition and Onboarding - oversee the transition and onboarding of new or changed services, ensuring operational readiness, effective knowledge transfer, and minimal disruption to live operations.
* Champion Service Taxonomy and Work Management - drive clarity in service definitions, taxonomy, and work management practices, supporting effective collaboration and reporting across diverse engineering teams.
* Continuous Professional Standards - maintain up-to-date knowledge of modern best practices, emerging technology trends, and BBC’s digital strategy, embedding these into team operations and service improvement initiatives.
Essential
YOUR SKILLS AND EXPERIENCE
* Proven experience leading service management or ITSM teams in complex, large-scale technology environments, ideally within digital media, broadcasting, or public sector organizations.
* Deep expertise in IT Service Management processes (ITIL, incident, problem, change, release, service transition) and demonstrable track record of driving continuous service improvement.
* Strong background in implementing and optimizing service management platforms and tooling, including automation and analytics for operational excellence.
* Experience bridging technical and non-technical (editorial or business) teams to deliver resilient, user-centric digital services at scale.
* Significant experience managing major incidents and ensuring operational governance, risk management, and regulatory compliance.
* Excellent stakeholder management, communication, and leadership skills, including coaching and developing multidisciplinary teams.
If you can bring some of these skills and experience, along with transferable strengths, we’d love to hear from you and encourage you to apply.
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. This is not intended to be a complete, detailed account of all aspects of the duties involved.
Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory.
For any general queries, please contact: bbchr@bbc.co.uk
Redeployment
The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Broadcast Media Production and Distribution
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