Service Manager (Jira/Confluence)

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.
 

The Manager of Service Management is responsible for leading the service management team in providing exceptional customer service to our clients. This includes managing and developing a team of customer service representatives, ensuring that all customer inquiries are handled promptly and professionally, and creating strategies to improve overall customer satisfaction.

• Service Management Oversight: 
  Ensure the timely and effective management of the IoT in-life processes and services, maintaining a high level of service quality and consistency across all touchpoints. Work with our third-party supplier to manage and coordinate firmware, hardware and software issues 

• Incident and Problem Management: 
  Monitor and manage incidents and service disruptions, ensuring root causes are identified and resolved to prevent recurrence. Manage defect tickets for Platform and Devices. Runs the weekly defect management meetings. 

• Service Level Agreements (SLAs): 
  Define, implement, and track SLAs and Key Performance Indicators (KPIs) to ensure service commitments are met or exceeded. Report on KPI’s for technical support to IoT Leadership. 

• Continuous Improvement: 
  Identify opportunities for process optimisation, automation, and service enhancements to improve efficiency and customer satisfaction. Run regular meetings and workshops to review our end-to-end support process. 

• Stakeholder Engagement: 
  Act as the primary point of contact between, internal Customer Ops, Triage team and third-party service providers. Own the relationship between IoT and Customer Ops teams. Oversee the lifecycle of TSL2 tickets across all IoT teams. Work alongside our Product team to understand issues and identify potential fixes. Build strong relationships and ensure alignment with business needs. 

• Change and Release Management: 
  Oversee the planning, implementation, and communication of changes to services while minimizing disruption to operations. 

• Knowledge & Risk Management: 
  Develop and maintain play book documentation, knowledge bases, and training materials to support service teams, end-users. Identify and mitigate risks related to service delivery, ensuring compliance with relevant policies, regulations, and standards.

• Customer Feedback: 
  Gather, analyse, and act on customer feedback to drive improvements and maintain high satisfaction levels

What you'll bring:

• Proven experience in service management, ITIL practices, or related roles and has worked with JIRA or Confluence. 

• Strong knowledge of ITIL framework and service management tools. 

• Excellent written and spoken English with problem-solving and analytical skills. 

• Strong communication and interpersonal skills to collaborate with diverse teams and stakeholders. 

• Ability to prioritize tasks, manage multiple projects, and meet deadlines. 

Team overview 

Product Delivery 

Want to deliver brilliant products and unmissable entertainment that grips millions of households? Our 1000 strong, Product Delivery team does everything from developing innovative AI technology to creating the best HDR viewing experience for TV products. From Sky Go to Sky Q & Sky Glass, we take our products to the next level and make them more agile and reliable with every release. 

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:

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.

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.