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Senior Support Manager

  • Sky
  • Osterley, Isleworth TW7, UK
  • 10/05/2024
Full time

Job Description

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.

What you'll do

Lead a team of engineers, analysts and testers supporting local assurance and field operations for Sky customers and stakeholders.

  • Responsible for hiring, mentoring, and career development of members of the team, including performance reviews and feedback.​
  • Partners with development teams to ensure the successful testing & support of Sky Products.
  • Identifies training and development opportunities for the team to ensure they are equipped with the necessary skills.​
  • Technical Representation of the Team in wider forums.
  • Act as the technical Service Owner for internal change and incident management purposes, including being the escalation point for on-call and representing the team in incidents wash-ups, and on-call coordination, where relevant.
  • Support the team to ensure projects are on track from a technical perspective and resources are allocated efficiently.
  • Plays a role in long-term test planning, including an automation transformation for manual tests.
  • Handles interpersonal or technical conflicts within the team and cross functionally, ensuring a cohesive working environment.

What you’ll bring

  • Strong people and team management skills, with significant hands-on line management experience in technical teams and a proven track-record, to successful deliver on time and in budget​.
  • Experience of managing and coordinating high profile issues and responses​.
  • Experience in leading technical discussions and alignments.​
  • Experience in coaching, mentoring and up-skilling their team​.
  • Can do attitude and adaptability, highly motivated and self-driven personality with strong analytic and communication skills​.
  • Focused on outcomes, with a strong bias for execution​.
  • Knowledge of all Sky products would be a bonus.
  • Knowledge of common methods and processes in agile development & testing (e.g. SCRUM, SAFe, CI/CD etc.).
  • Experience in technical service ownership and in-life support.
  • Stays up to date with latest best practices and technology trends.
  • Experience as a Senior Manager of a technical team is greatly preferred.
  • Line management experience of a technical team is greatly preferred

The rewards

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

How you’ll work – hybrid working

The world has changed. And so have we. We’ve adopted 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.

Your office space


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.

We'd love to hear from you

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.

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.