Service Relationship Manager

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work. What you'll do:

• Develop and maintain strong relationships with our operational / technology teams and 3rd party providers to ensure the alignment and delivery of a high-quality service & experience to our customers.
• Review all existing processes and operating procedures and implement best practices ensuring systems, methodologies and procedures are in place and adhered to.
• Own the incident, request and change processes, ensuring high levels of performance within these frameworks, accurate reporting and establishment of service improvement activities when required.
• Ownership of the escalation process and major incident management to include coordination of resolving parties, effective communication to stakeholders and post incident review.
• Be accountable for problem management, analysing root causes and preventing incidents from happening in the future.
• Introduce and establish quality assurance and performance management frameworks across our teams ensuring the right tracking and metrics are in place.
• Champion the operational teams in projects / new product introductions and develop a strong understanding of how these, and growth in general, impact our area and factor in plans and our roadmap.
• Engage on RFP’s and customer contract creation, ensuring that contractual SLAs are defined and are achievable within the existing framework or identify areas where additional support / resource are required.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Manage, coordinate and work with all relevant parties when required on business audits and security reviews.

What you'll bring:

• We need you to be an amazing facilitator, able to resolve tensions, improve collaboration and engagement towards shared goals in any situation, at all levels. You will achieve this as a brilliant communicator and listener, who is able to translate messages, simplify and summarise issues in a straightforward and succinct manner.
• Significant knowledge, experience, and a strong track record in a service delivery position, ideally within a complex, multi-platform environment managing the service lifecycle, and the delivery of service excellence.
• Demonstrable experience implementing industry best practice and methodologies, including ITIL and have experience shaping support strategies and ITSM frameworks and tooling. Preferably with ITIL qualifications.
• An ability to drive governance and deconstruct current processes and create improved or new processes and standard operating procedures.
• Strong stakeholder engagement, relationship & influencing skills.
• The aptitude to deep dive to understand the products, our business and the competitive landscape.
• Strong problem solving and diagnostic skills with the ability to logically think problems through to a final resolution within a high pressured and time-critical environment.
• Excellent attention to detail including a proven ability to manage multiple, competing priorities simultaneously.
• The experience of working in a fast-paced environment, where quickly changing priorities need to be managed, and be capable of managing resources to achieve maximum results.

Sky Business Sky Business is the business-to-business division of Sky. No matter their size or sector, we keep businesses connected and customers entertained with our next generation network and unrivalled sports and entertainment. With an exciting, fast-paced environment, we're looking for exceptional people, who are restless to innovate and build the future, helping Sky Business and our customers to grow. And with the support of a truly trusting and collaborative team, you'll grow alongside our business. The Rewards: There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences

How you'll work: We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process. Your office base: Osterley: Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There’s also plenty of bike shelters and showers. On campus, you’ll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon. Inclusion: We take pride in our approach to diversity and inclusion: we’ve been recognised by The Times and Stonewall for this, and we’ve committed £30million to support the fight against racial injustice. We’ve also set ambitious targets for increasing ethnic diversity and representation throughout our organisation. At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, So we're happy to discuss flexible working. And we'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. Why wait? Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about. Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.