Sky Mobile A2P Service Manager

We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at Sky. Technology underpins everything we do at Sky. Group Service Management drives excellence across all of Sky’s products and ensures that they are constantly available, achieving high levels of performance in the most efficient way. Our teams are involved in all Sky products across every customer touch point and are passionate about ensuring customers can connect to the content that they love! Our customers are reliant on using their Sky Mobile service for managing their everyday lives such as m-commerce, m-banking, booking appointments, ordering and fulfilling services from retailers, utilities and government organisations. We are looking to expand and improve our Application to Person Messaging (A2P) product for more Partner services to reach Sky Mobile customers. We require a Senior Service Manager to work with our Commercial Carrier Relations team to develop scalable solutions for multiple Partners and channels. This is an exciting and diverse role where you will ensure that Sky Mobile provides an excellent Partner experience and is able scale to support our ambitious growth plans. What you'll do:

• Establish Sky Mobile as the leading A2P Messaging provider by demonstrating our messaging network services and capabilities supported by Group Technology and developing outstanding features that will differentiate Sky in the A2P market
• Performance management of key A2P services encompassing the full Partner lifecycle and journeys including Sales, Campaign Delivery and Fulfilment, Assurance Processes, End to End User Experience
• Governance and Technology relationship management of the A2P Partners, Suppliers and Third Parties and provide an escalation path for resolving high impact process and technical issues
• Working with Carrier Relations and C&I Engineering teams, identify and lead Partner experience and service performance improvement initiatives to increase sales opportunities, optimise end-user experience and Partner assurance processes
• Translate data insights from Partner feedback, trials, proof of concepts and systems to identify new revenue opportunities, cost savings, product and proposition improvements.
• Provide inputs on key strategic discussions and decisions that will craft our Sky Mobile A2P product and technology roadmaps

What you'll bring:

• Knowledge or experience of Sky Mobile services, A2P technologies and platforms – ideally for an MVNO/ Mobile Network Operator or from a customer focused technology role
• Experience in planning and launching of new product with a high quality of service and the right service economics
• Strong interpersonal, communication, negotiation and persuasion skills
• Ability to simplify sophisticated technical jargon to non-technical audience, and ability to communicate to senior stakeholders.

Additional Information:

• As part of the Group Service Management teams, you will need to manage stakeholders in local and large matrix organisations to achieve your goals that will demand good communication skills and personal credibility
• The Sky Mobile A2P Service remit covers how Partners purchase, provision and consume A2P services and resolve issues. This is a diverse ecosystem that incorporates messaging, and network platforms in the UK and Roaming services abroad
• You will be familiar with the technology design and architecture, business and operational processes, commercial objectives and proposition to understand how technology contributes to this

The role will initially be working with the Programme delivery team to prepare the Sky Mobile A2P service for commercial launch by establishing the operating model, systems, processes and reporting for managing the service in life The rewards There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks! Here’s a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you'll work Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky. We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process. We'd love to hear from you Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next. But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet. If you believe in better, we’ll back you all the way. 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.