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.

As a Service Performance Manager in Group Service Management, you will be responsible for measuring and optimising customer experience in our assurance services. Continually simplifying and refining our assurance platform to get the best outcomes for customers continually

This is an excellent opportunity for an experienced strategist to further advance their skills and career in an outstanding working environment and develop the best solutions to our innovative and industry-leading in-home products”

What you’ll do:

• Be a natural strategist with an eye on the long-term future to develop sustainable capabilities today that support the future plan.
• Lead on analysis of industry and technology advancement to ensure Sky is at the forefront of innovation and use this insight to drive better business performance reviews with our key media & content partners
• Demonstrate the effectiveness of initiatives through ideation and proof of concept measured through the impact to cost and customer engagement.
• Review insights to identify and prioritise opportunities to improve our assurance performance for TV, Broadband and Mobile whilst converting complex insight into simple business concepts that deliver the best for our customers
• Support the delivery of initiatives, ensuring the service is continually measured, maintained, improved and simplified for our customers

What you’ll bring:

• Continuous Improvement methodology like TQM and PESTLE analysis to identify evolving drivers for support whilst refining and measurably improving services we offer
• Great business acumen and experience working for an internet provider, media company or customer focused technology role with an understanding of Wi-Fi performance and impact on customer experience
• Experience working in a highly automated large scale transactional operation
• Experience of innovative approaches to deliver technical services with a high quality at the right service economics
• Ability to build strong personal relationships and credibility at all levels, both internally and externally
• A positively contagious can-do spirit that infuses passion in others with the ability to act calmly under pressure
• A natural problem-solving ability with the resilience to overcome obstacles and find creative solutions to problems and issues
• Strong communication skills at all levels of business including Director level across multiple communications methods
• As part of the TV service team within Group Service Management (technology), you will need to manage stakeholders in other teams to achieve your goals that will demand strong interpersonal skills, political awareness and personal credibility.
• Service covers what customers watch/stream surf on multiple devices (e.g. Q boxes / customers own tablet) over Sky’s various broadband packages. It is diverse and incorporates the Wi-Fi connection, hardware & content including that of our
• You will spend your time simplifying every journey & measuring every touchpoint to measurably improve and simplify service. You will seek initiatives that can help sky to continue its reputation for streaming superiority
• You will be familiar with key assurance

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.