Randhir A.

Operations, Service Delivery, and Support Manager for Bbc Studios @BBC

London, GB

Accountable for the service delivery, support, development, and service management for BBC studios applications, including Royalties, Rights management, Broadcast and scheduling systems.Management, training, and development of multi skilled 1st, 2nd and 3rd line Service Management, Development, and Delivery/Support teams, across UK, Poland, and India. Providing support and delivery for a global community of users.Management of major incidents, responding to issues impacting production services and users. Delivering communications and managing key stakeholder engagement until successful resolution. Responsible for MI strategy and deliverance.Review and sign off post incident resolution major incident RCA documents and ensure preventive measures in place, or improvements plan actioned. Accountable for the review of contracts and agreements of contracts with service providers and suppliers.Accountable for the ITIL framework delivering processes, guidance, and delivery of the five stages of the IT life cycle across BBC Studios; Service strategy, Service Design, Transition, Service operation and Continual improvement. Accountable for IT change management and working with relevant technology teams to ensure a well-managed and structured change and release process is adhered to. Ownership of internal and external audit reviews, providing support for audits and subsequent audit action points, including regular reviews and progress meeting with audit teams. Carry out regular reviews and improvement meetings with internal and external service management and support teams for IT operational processes and procedures to ensure efficiency and operational excellence.Accountable for the review of Service Level Agreements Ensure teams work to ITIL standards and processes.Management of IT services, review of supplier performance around SLA and KPI improvements and incident reviews. Out of hours escalation point for major incidents