Group Incident 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.

Global Service and Reliability is a fast-paced, high-impact team at the heart of Sky’s technology operations, where every decision you make helps protect the experience of millions of customers across TV, broadband, mobile, and telephony. As a Group Incident Manager, you’ll be the driving force behind resolving major and crisis-level incidents, leading recovery efforts, coordinating cross-functional teams, and communicating directly with senior leadership across Sky, NBCUniversal, and Comcast. This is your opportunity to work with cutting-edge platforms, influence service stability at scale, and play a key role in shaping the future of smart, resilient operations in one of the most dynamic media and technology environments in the world.

What you'll do

• Take the lead in managing high-profile, major, and crisis-level technology incidents across Sky’s TV, broadband, mobile, and telephony platforms where every second counts

• Use your problem-solving skills to coordinate rapid recovery efforts, implement workarounds, and drive root cause mitigation in complex, high-stakes environments

• Work across a diverse and cutting-edge tech stack including DTH and OTT delivery, cloud operations, metadata workflows, and AI/ML-powered monitoring tools

• Be the voice of clarity during disruption, delivering real-time, executive-level communications to senior stakeholders across Sky, NBCUniversal, and Comcast

• Collaborate with global teams and vendors to ensure seamless incident response and continuous service improvement

• Own the incident reporting lifecycle from chairing post-incident reviews to producing actionable insights and metrics that shape future readiness

• Play a key role in disaster recovery and contingency planning, helping to safeguard critical services and customer experience

• Be a visible leader and role model in the incident management space, setting the standard for calm, decisive action and cross-functional teamwork

What you'll bring

• A calm, decisive presence under pressure, with the ability to lead major incident recovery efforts across complex, high-availability platforms

• Strong communication skills, capable of delivering clear, timely updates to both technical teams and executive stakeholders across Sky, NBCUniversal, and Comcast

• A collaborative mindset and proven ability to build trusted relationships across engineering, operations, and vendor teams

• A proactive, solutions-focused approach to incident management, always looking for smarter ways to restore service and prevent recurrence

• Solid understanding of technology stacks including DTH, OTT, Mobile, Broadband, cloud operations, and cybersecurity workflows, with the curiosity to keep learning

• Experience using service management tools like ServiceNow, and data tools such as Excel and Tableau to track trends and drive insight

• A passion for continuous improvement, contributing to service reviews, post-incident analysis, and the development of smarter, more resilient processes

• A team player who thrives in a fast-paced environment, brings energy and clarity to every situation, and helps foster a culture of accountability and innovation

Team overview

Group Service Management 

Our Group Service Management team makes sure all our services are top notch. This includes everything from the products our customers enjoy like NOW, broadband and mobile; to the services we offer businesses, and the content we deliver to our partners. We also work closely with colleagues from across the business to help them innovate and deliver the unbeatable service our customers love.

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

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

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.

Your office space

Livingston Watermark House, Scotland

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there’s onsite parking available for cars, motorbikes and bicycles.

You’ll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym – or play a game of pool or table tennis.

Osterley, London

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 are 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.  

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.