JOB DESCRIPTION

Job title Principal Continual Service Improvement Manager

Technical Systems &
Job family 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)

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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.

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 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 3rd party suppliers

Scope

Finance: Working with commercial & finance teams building investment cases
Line Management: Manages performance and sets direction and priorities for functional
team Direct reports 3-10;
Ad-hoc Teams: 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

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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.

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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

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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
Anthony Stephens – Manager Service Capability & Design

HR Business
Partner
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.

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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.

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 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.
rd
- Feed into service reviews and other meetings with BBC clients, customer stakeholders and 3 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

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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.

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