Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

Technology underpins everything we do at Sky. Group Service Management drives excellence across all of Sky’s products and ensures that they are constantly available, achieving high levels of performance in the most economical way. Our teams are involved in all Sky products across every customer touch point and are passionate about ensuring customers can connect to the content that they love.

With increasing access to fast internet and digital applications, customers are looking for more flexible options to consume TV content wherever they are. This is an exciting and diverse role where you will ensure that the NOW and OTT Digital Sales and Service platforms provide an excellent customer experience and are able scale to support our ambitious growth plans across the Sky Group in Europe.

What you’ll do:

• Define and measure technology performance across our Digital Sales and Service customer journeys so we can meet our business objectives and stay ahead of the competition

• Working with Group Digital and Technology teams, identify and lead customer experience and performance improvement initiatives to reduce sales friction, churn and customer service contacts

• Translate data insights from customer feedback, trials, proof of concepts and systems to identify new revenue opportunities, cost savings, product and proposition enhancements

• Provide inputs on key strategic discussions and decisions that will shape our NOW/ OTT product and technology roadmaps and leverage the best of breed opportunities across the Sky Group

• Lead technology readiness activities for new services and Partners so we can manage and sustain high quality and customer experience across all channels and products

• Interact and engage with our App and Wholesale Partner relationships so that our mutual customers are receiving the best service continually

What you’ll bring:

• Knowledge or experience of digital sales and service platforms and technologies – ideally for a media company or a customer focused technology role with an understanding of digital products
• Experience in planning and launching of new product with a high quality of service and the right service economics
• Relationship building skills and ability to deliver in a matrix organisation through others.
• Strong interpersonal, communication, negotiation and persuasion skills
• Ability to simplify complex technical jargon to non-technical audience, and ability to communicate to senior stakeholders.
• A self-starter, able to work under pressure with a high pace of technology change while maintaining focus on the strategic goals

Additional Information:

• As part of the NOW/ OTT Service team within Group Service Management (Technology), you will need to manage stakeholders in a large matrix organisation to achieve your goals that will demand strong interpersonal skills and personal credibility
• The NOW/ OTT Service remit covers how customers purchase, set up and consume content on multiple devices (e.g. smartphones, tablets, smart TV’s), manage their memberships and resolve issues. This is a diverse ecosystem that incorporates digital sales and service platforms, devices and multiple sales channel partners (e.g. Apple, Amazon, Google, TV Manufacturers)
• You will be familiar with the technology design and architecture, business and operational processes, commercial objectives and proposition to understand how technology platforms contribute to this
• You will spend your time measuring customer experience and technology performance, improving and simplifying journey touchpoints. You will seek initiatives that can help NOW/ OTT to continue its reputation for providing excellent flexible TV services

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
• A generous pension package
• Private healthcare
• Discounted mobile and broadband

Where you’ll work:

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, Chiswick Park, Gunnersbury, Acton Town and Ealing Broadway tube stations. There’s also plenty of parking, bike shelters and showers.

On campus you’ll find six subsidised restaurants 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.

Inclusion:

Recognised as an ‘Inclusive Top 50 Employer’ and a ‘Times Top 50 Employer for Women’, we’re working hard to ensure we’re a truly inclusive place to work. This means we don’t just look at your CV. We’re more focused on who you are and the potential you’ll bring to Sky. We also know that everyone has a life outside work, so we’re happy to support you as much as we can with flexible shift patterns.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

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.