Want to do the best work of your life? Make your mark at Europe’s leading entertainment brand. Our people make Sky a truly exciting and inclusive place to work – a place where you can be yourself and let your skills shine.

We’re NOW, part of the Sky family and one of the UK’s leading streaming platforms. We’re the only place to get Sky Cinema and Sky Sports without a contract. We’re brilliant TV made by brilliant people. We’re big on real diversity, inclusion and collaboration. And we need talent to keep pushing boundaries and grow our brand. Big-thinkers. Changemakers. Showstoppers. Join in.

What you’ll do:

Reporting to the Operational Risk Controller, you will help deliver effective incident and problem management best practice across multiple territories with the aim of protecting our customers, , and mitigating impacts to the business from avoidable issues while supporting our dept. and business KPIs. Tasks will include:

• Manage and co-ordinate incidents and incident resolution. The aim of this role is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.

• Understanding of the incident management lifecycle and how this feeds in to the customer experience when our services or technologies fail

• Incident Management plans around key events, changes, offers, campaigns, technical releases and past and present incidents.

What you’ll bring:

We are looking for someone who is passionate about customer experience, with a good understanding of what makes operations tick. A solid background in Incident Management, with experience of Problem Management within a media tech company. Ideally you’ll have experience working with (or within) a contact centre and/or and Operations department. You’ll have strong networking and communication skills, be comfortable dealing with a range of stakeholders, enjoy using your problem solving skills under pressure, and ready to contribute in a highly dynamic and fast paced environment. You’ll be a natural collaborator with an eye for detail, a passion for the customer, and the ability to direct work and process under high pressure.

We are a data driven business, so you’ll need to be comfortable identifying trends and behaviour from multiple data points, using them to drive improvements in your day to day role.

• A strong team player, who is able to articulate and stand behind what’s right for the customer

• Excellent communication at all levels, with an ability to convey complex problems simply

• Experienced relationship management skills, with an ability to establish, build and maintain influential relationships across the business

• Strong negotiation and influencing skills, allowing win-win situations

• Your organisational abilities will allow you to balance multiple work streams, and ensure your colleagues are always in the know.

• Establish influential and effective relationships with key partners both external and across Sky including OTT Technology and Content Teams

Team Overview:

Everyone at NOW is a fan of our movies, shows and sport. But for us, the real action lies behind the scenes. With over 250 people, we’re more than just brilliant entertainment. We’re forward-thinking, people-focused and passionate about world-class experiences. Here, you’ll feel your confidence grow as you make your mark. And as part of an inclusive and supportive team, we’ll make sure you develop to your full potential.

The Rewards:

There’s a reason people can’t stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place or a NOW Membership

• A generous pension package

• Private healthcare

• Discounted mobile and broadband