NOW Incident & 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 optimize 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. 

What you'll do 

• Manage high priority, complex incidents which require cross system team engagement. 

• Coordinate the implementation of “workaround” solutions across various run and build teams. 

• Own the overall process for incidents in order to minimize the impacts on the business from urgent and severe incidents. 

• Act as an escalation point from the 1st Line contact center and operational support teams.  

• Reduce service downtime through effective Incident Management. 

• Manage expectations from multiple channels affected by incidents, such as the Contact Centers, social media and Brand Teams.  

• Hold suppliers/3rd parties to account according to contractual obligations with regard to resolving incidents and providing appropriate information and date to restore service. 

• Ensure incidents are documented and communicated effectively and accurately. 

What you'll bring: 

• Incident and or Problem Management experience 

• Ability to clearly converse through written, verbal, and visual communications  

• Excellent organization, facilitation and prioritization skills  

• Making recommendations to improve processes and working practices  

• Operational Readiness and Event management experience 

• Confident self–starter 

• A natural problem-solving mentality  

• Strong interpersonal skills and the ability to work with a broad range of stakeholders and teams 

• Takes ownership and initiative for actions, projects and people 

• Understanding of contact center ways of working  

• Salesforce and ServiceNow Experience  

• OTT /Broadcast Platform Knowledge  

• Other European Languages are desirable (German, Italian) 

Team overview 

Content Technology and Innovation 

Our Content Technology and Innovation teams deliver high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content! 

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 in the recruitment process. 

Your office space 

Osterley/Hybrid 

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 subsidized restaurants, cafes, and a Waitrose. You can keep in shape at our subsidized gym, catch the latest shows and movies at our cinema, get your car washed, and even get pampered at our beauty salon. 

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.