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.

Our Content Technology and Innovation team delivers high-quality content to homes, customer devices, businesses and commercial partners across our European markets. With over 2500 colleagues from around the world, we combine our strategic insights, engineering know-how and operational excellence to use the most innovative technologies to create and distribute our award-winning content.

Reporting to the Head of Group PCC Incident and Problem Management, you will lead teams of Incident and Problem Managers to deliver robust incident management and track problem records in Sky's Aggregation Platforms and Streaming Services. You will deliver strong individual and team performance and ensure all Incident and Problem Managers follow a set of operational processes and procedures to drive the resolution of "Watch TV" incidents impacting platforms like Sky Q & Sky Glass and Sky Go & Now TV across all current & future geographies. You will also ensure your team follow up on root cause analyses and continuous improvement on all Problem Records driven by Incidents.

• Support and Nurture the Platform Control Incident & Problem Management Team and be responsible for the day-to-day management of the group Incident and Problem Management Processes. Support the Head of Group Platform Control Incident and Problem Management and other Team Managers in planning and executing Group Platform Control Incident and Problem Management Transformation & Strategy.

• Maintain a working understanding of Sky's TV Products & Services across all territories and the key supporting technology and act as a Point of Reference for the Platform Control Incident and Problem Management Team with the Prioritization and Escalation of "Watch TV" Incidents

• Responsible for the resolution of Managed "Watch TV" Incidents (P1, P2 & P3) across all territories

• Ensure communication on Incident Status and post incident reports to the most senior stakeholders in Sky & Comcast (Spark, Teams, Email etc)

• Create and Present Insight and Data Driven Improvement Plans for Failing Services & Technology (Problem Management)

• Coordinate and Chair Event Centre for high profile Content and Product Launches in "Watch TV" space

We are looking for someone who is passionate about customer experience, with a good understanding of what makes operations tick. A solid background as a Team Manager or Team Leader + Incident Management with experience of Problem Management within a media tech company will be an advantage. Ideally, you'll have experience working with (or within) an 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.

• 5+ years Team Leadership role with track record of building confident and cohesive teams

• 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.

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

The world has changed. And so have we. 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.

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.

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.