Group Problem 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 high-impact team at the heart of service excellence, where your expertise in problem management will directly shape the stability and performance of technology and TV services across a global footprint. As a Group Problem Manager, you’ll be part of a passionate, forward-thinking team that thrives on collaboration, continuous improvement, and operational innovation. You’ll work across cutting-edge platforms spanning television, mobile, broadband, and telephony driving root cause resolution, influencing strategic service improvements, and engaging with senior stakeholders across the business. This is a unique opportunity to make a tangible difference in customer experience and service availability, while contributing to a culture that values resilience, accountability, and smart operations.

What you'll do

• Drive impact at scale by managing critical problems across Sky’s core services TV, broadband, mobile, and telephony serving millions of customers across multiple geographies

• Lead root cause investigations into high-priority incidents, using data-driven analysis and collaboration with engineering teams to implement lasting fixes

• Work hands-on with cutting-edge technology stacks including DTH and OTT delivery, cloud operations, metadata processing, and AI/ML-powered diagnostics

• Own the end-to-end Problem Management process, ensuring governance, reporting, and KPI delivery across a complex, multi-vendor environment

• Collaborate with global partners including NBCUniversal and Comcast, driving convergence and operational efficiency across international platforms

• Support major service launches and hypercare, playing a key role in ensuring platform readiness and stability during high-impact events

• Champion continuous improvement by contributing to service improvement plans and leveraging automation to streamline operations

• Be a trusted voice at the table, chairing post-incident reviews and presenting to senior stakeholders and C-suite leaders with clarity and confidence

What you'll bring

• A strong background in problem management, with the ability to lead root cause investigations and drive permanent fixes across complex technology environments

• A collaborative mindset and proven experience working cross-functionally with engineering, broadcast, and service teams to deliver high-impact outcomes

• A passion for continuous improvement, always looking for smarter, faster, and more scalable ways to enhance service stability and customer experience

• Confidence in engaging with senior stakeholders and presenting clear, concise updates on incident trends, risks, and service improvement plans A solid understanding of technology stacks including DTH, OTT, broadband, mobile, and cloud operations, with the curiosity to keep learning

• Experience using service management tools like ServiceNow, and data tools like Tableau or Excel to track performance and identify patterns

• A proactive, solutions-focused approach—comfortable navigating ambiguity and driving progress even in high-pressure situations

• A team player who thrives in a fast-paced environment, brings others along on the journey, and contributes to a culture of trust, 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

(Osterley OR Livingston)

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.