Something odd's occurring in BBC Technology. Miles Hosking, previously reported here as leader of the new Operations team servicing Broadcasting House, is moving on from Auntie.
I have no inside track on this, but note the impending arrival of a new breed in the Technology division - the Service Delivery Manager, a sort of Ombudsman settling spats between users and their technology support. Delivering An Extra Layer of Management, rather than DQF ? Below is part of the job description - whatever happened to One BBC ?
You will keep a constant eye on the quality of services being delivered to your end customers from 3rd party suppliers and services provided by Tech Ops, by holding regular reviews with customers and delivery teams and acting as the broker between the two when issues arise. Service Delivery Managers use their business knowledge to proactively intervene in incidents or problems affecting the end customer and you may take the lead in coordinating incidents which are service affecting, ensuring that the key stakeholders are kept informed throughout.
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They were called Customer Liason Managers when I was working for BBc Technology back in 2000 or so. This sort of role seems to be more or less an inevitable outcome when people providing a service don't actually report to the same people as the ones requiring the service.
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