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Senior Service Delivery Manager job in Osterley
Find out what it is like to work at Sky
Job Title - Senior Service Delivery Manager
Sky is Europe's leading entertainment company and serves 21 million customers across five countries. Our business in the UK and Ireland has come a long way since starting out as a satellite broadcaster in 1989 and we're not stopping there. We're home to award-winning teams for everything from Customer Service to Marketing, from Technology to Finance, meaning there's plenty of opportunity for you, no matter what your career goals.
Service Operations, in collaboration with Sky Technology Support Teams, 3rd party service partners and business stakeholders, drive high service availability; protecting and continuously improving the consumer experience. We plan and prepare for new product launches and major events, mitigating incidents and service degradation.
We now have an exciting new vacancy for a Senior Service Delivery Manager.
As a valued employee of Sky, you'll benefit from a free Sky+HD premium package, an excellent pension scheme, private health care and a share save scheme. There's a range of other benefits to help you make valuable tax and national insurance savings too.
Your Key Responsibilities:
As a key member of the Service Delivery Management team, you will help Sky deliver and maintain the highest levels of customer experience and service. Specifically within your role you will be responsible for:
•Delivering an effective Service Establishment & Service Transition framework. Ensuring products and services are introduced to live production, conformant with the agreed operational criteria. Providing consultative Service Management support and Senior Level guidance as required at all stakeholder levels. With minimal supervision or guidance.
•Mentoring and support of Service Delivery Analysts and Managers with workload management of Service Transition, In-Life BAU and Continual Service Improvement activities across the Service Delivery function.
•For all products and services we are responsible for - Ensure roles and responsibilities are clearly defined and pre-agreed with all product owners, business, operational and technical owners and other related internal and external teams. Ensure regular review of responsibilities and re-alignment where required.
•Accountable for Operational Acceptance Criteria across Technology Operations. Ensure consistent and compliant standards of operational acceptance for all managed services, ensuring support models, monitoring solutions, capacity management, incident, problem and change management are continuously reviewed and improved.
•Definition, implementation and management of meaningful, valued add Service Reporting Framework for assigned Portfolio. Ensure Service Delivery Analysts and Managers conduct and deliver Service Reporting, in accordance with agreed Governance model and specified requirements.
•Provide and consistently deliver pro-active ownership and accountability of Service Improvement Plans / Initiatives for assigned Service Portfolio, including but not limited to; identification of poorly trending service and customer experience KPI's, co-ordination, tracking and management of required service improvement actions, resources, investigations, communication and resolution planning.
•Lead and consistently deliver highly effective Operational & Business facing stakeholder engagement, communication and support for all applicable Service Related matters. Including but not limited to: lobbying and communication of Service Improvement Risks, Improvement initiatives, clear accurate communication of customer experience and Business impact, cost of failure, Service Improvement business case justifications
•Provide and consistently deliver subject matter expertise and support on the definition, negotiation and agreement of Service Schedules, SLAs, complex service and Operational Support requirements with Service Partners, Senior Operational Support & Business stakeholders.
•Participate in the definition and continuous improvement of the Service Transition, In-Life Service Management and Release Management governance framework across the Service Delivery & Release Management functions.
•Promote and drive adoption of the Service Transition, In-Life Service Management and Release Management governance framework across Technology and related business areas.
•Fully participate and drive Service Governance model reviews with key stakeholders providing support to the Manager of Service Delivery, ensuring governance model is fully agreed, fit for purpose and continuously improved.
•Actively contribute to the compilation, documentation of the Service Delivery & Release Management framework template documentation and library, ensuring consistency auditable standards of maintenance and up keep.
•For assigned portfolio ensure forward view of the Product Roadmap, key changes to proposition and service are reviewed and understood in a timely manner, contribute to effective and accurate Business / Operational impact assessment where appropriate.
•Own and conduct regular Operational level reviews with nominated points of contacts, peers on Service Management performance and compliance.
•Proactively lobby and drive compliant adoption of Service Management communication and notification protocol and process. Including all of the following where applicable: Stakeholder updates, Release notifications, Heightened awareness notifications, Operational Performance reporting, Service Quality Reporting, Service status updates, Event centre notifications, etc.... considering terminology, format, frequency and content tailored to relevant audience with regular review and ongoing improvement.
•Proactively lead and drive Operational forward Event planning, taking account and reviewing factors such as marketing promotions, incentives, product launches, change restrictions, high profile events.
•Proactively lead and drive Operational Support readiness preparation, Service Rehearsals & War Gaming to agreed and defined scope. Support will range from light touch review to complex support, architecture and customer journey walkthroughs.
•Extensive working experience in a related Senior Service Delivery Role. Ideally within an Operational Service Environment
•Experience operating in a multi-platform Technology organisation with regular and consistent exposure to complex Technology
•Experienced working in a GLOBAL organisation
•Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner. Both verbal and written.
•Experience and aptitude for managing senior stakeholder's relationships. Cross Business Stakeholders management typically including Customer Operations, Product, Marketing and Technology Delivery stakeholders.
•Demonstrate strong leadership skills driving a global virtual resolution team with confidence and authority.
•Actively own and drive the continuous improvement of Service Reporting and Service Management activities across the department.
•Good working knowledge and understanding of ITIL processes
(ITIL foundation certificate / ITIL Managers Certificate desirable)
•Demonstrable knowledge and understanding of complex support systems and processes.
•An individual that has gravitas, not afraid of conflict, can influence and can work in stressful situations.
•Excellent organisational and communication skills. Can consider the audience and tailor communications in a relevant and consistently effective manner, both verbal and written.
•Strong analysis ability and problem solving skills.
•Demonstrate the ability to gain trust and build relations at all levels.
•Perform as a role model and positive leader, demonstrating the ability to adjust in a fast pace every changing environment.
If you're ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today
Happy to talk flexible working
It's our people that make Sky Europe's leading entertainment company. That's why we work hard to be an inclusive employer, so everyone at Sky can be their best.
If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.
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