Sky Service Relationship Manager

Sky Business is the business-to-business division of Sky. We provide a wide variety of commercial premises across the UK and ROI with unrivalled entertainment, unmissable live sport, and breaking news – connecting and entertaining millions of people every day. We also provide communication services to our customers including Sky WiFi and Sky Ethernet. Our heartland is the licensed trade – pubs, bars, and hotels – but we also provide entertainment and connectivity services to oil rigs, sports stadiums, offices, care homes, and hospitals, just to name a few.

About the Job:

Want to do the best work of your life? With 24 million customers in 6 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.

Key Responsibilities:

1. Ensuring the best connectivity experience is achieved through a creative & action-orientated attitude to implement and manage support strategies and operational processes for new and existing services to include partner onboarding and incident management.
2. Establishing and maintaining strong client relationships internally and externally through collaboration & inclusiveness, using the power of diverse teams & individuals working together to deliver outstanding performance.
3. Creating, developing, and delivering new assurance frameworks for Business Comms product suites aligning the service & support functions with customer service excellence.
4. Representing the Business Comms service & support teams at customer pre-sales workshops, providing an overview of our assurance capabilities and ensuring potential customers are in no doubt of Sky’s robust and high-performing assurance framework.
5. Supporting the Business Comms commercial team in partner growth and retention strategies as a key member of the bid team, providing support for re-contracts, tenders, and RFPs; building the appropriate service & assurance frameworks.
6. Ownership of the WiFi Planned Maintenance notification process, informing internal stakeholders and external partners of upcoming planned maintenance. Acting in a consultative capacity to technical teams on how best to plan and manage upcoming works.
7. Deputising for Head of Department, Group Service & Ops Manager, Provisioning & Deployment Ops Manager, or Service & Ops Manager.

Skills / Experience Required:

1. An experienced Operational manager with a track record of managing Customer Relationship Managers.
2. Experience of case managing complex customer queries/complaints.
3. Experience of leveraging new ways of working and best practices to drive results.
4. Comfortable working within a high-pressure delivery environment, and in a highly collaborative manner with multiple delivery skills.
5. Vision, drive, diplomacy, and the ability to make things happen in an environment of ambiguity, complexity, and multiple stakeholders, being able to influence others.
6. Able to communicate with and bridge the gap between technical, operational, and business teams.
7. Excellent attention to detail including a proven ability to manage multiple, competing priorities simultaneously.
8. Strong problem-solving and diagnostic skills with the ability to logically think problems through to a final resolution within a high-pressured and time-critical environment.
9. The experience of working in a fast-paced environment, where quickly changing priorities need to be managed, and being capable of managing resources to achieve maximum results.

Job Position Type: Full-time

Region: Greater London

Benefits/Extras:

• Sky Q, for the TV you love all in one place.
• Discounted mobile and broadband.
• Access to a wide range of exclusive Sky VIP rewards and experiences.

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