Production Support Team Leader

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. 

We are looking for a Production Support Team Leader within our Contact Technology team.  This role is to lead the Production Support team which are responsible for the day to day operation of the technology that powers our multi-channel contact centre estate, including voice, chat, messaging, SMS, email and white-mail channels.

The ideal candidate will have knowledge of contact centre technologies and a background of leading highly skilled and motivated technical teams.

As a Team Leader you will have the opportunity to demonstrate your ability to work alongside your peers in the Leadership Team as we provide fundamental business capabilities whilst working to shape the future of Sky’s multi-channel contact centre.

What you’ll do:

• Lead and develop the multi-skilled Production Support team as we provide the underlying technologies that power the multi-channel contact centre estate

• Provide support, coaching and mentoring to our multi-skilled team of Engineers and develop learning and training initiatives

• Ensure the availability of our production environment to enable our stakeholders to progress change as well as looking for opportunities to automate and streamline our processes and procedures

• Collaborate closely with both the business and the wider technical teams to meet compliance obligations

• Provide out of hours escalation support to the Production Support team

• Work within the Leadership Team as we continue to evolve our department to best support the fast paced nature of the business

What you’ll bring:

• An IT background that encompasses a breadth of Contact Centre technologies

• Capability in leading a technical team troubleshooting issues and experienced in handling pressure in a live working environment

• Experienced in working in a diverse team who is involved in multiple work-streams across various technologies

• Demonstrate tact and subtlety in situations where opposing interests exist

• Excellent communication and motivational skills that are evident across your team, department, and peer group

Team overview 

UK&I Technology 

Ground-breaking projects. Innovative tech. Top innovation. Join our UK&I Technology team and you’ll work across technology projects that drive our TV, broadband, mobile and Sky Connect services. You’ll be at the heart of delivering the technology roadmaps that support our UK and Ireland businesses, with a focus on customer innovations for Sky Glass. That’s not all. You’ll also design, develop and deliver digital services for millions of customers across the UK. 

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: 

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

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.