Service Relationship Manager
This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.
Transatlantic Cost of Living & Purchasing Power Benchmark
Position Overview & Specifications
- Develop and maintain strong relationships with our operational / technology teams and 3rd party providers to ensure the alignment and delivery of a high-quality service & experience to our customers.
- Review all existing processes and operating procedures and implement best practices ensuring systems, methodologies and procedures are in place and adhered to.
- Own the incident, request and change processes, ensuring high levels of performance within these frameworks, accurate reporting and establishment of service improvement activities when required.
- Ownership of the escalation process and major incident management to include coordination of resolving parties, effective communication to stakeholders and post incident review.
- Be accountable for problem management, analysing root causes and preventing incidents from happening in the future.
- Introduce and establish quality assurance and performance management frameworks across our teams ensuring the right tracking and metrics are in place.
- Champion the operational teams in projects / new product introductions and develop a strong understanding of how these, and growth in general, impact our area and factor in plans and our roadmap.
- Engage on RFP’s and customer contract creation, ensuring that contractual SLAs are defined and are achievable within the existing framework or identify areas where additional support / resource are required.
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Manage, coordinate and work with all relevant parties when required on business audits and security reviews.
- We need you to be an amazing facilitator, able to resolve tensions, improve collaboration and engagement towards shared goals in any situation, at all levels. You will achieve this as a brilliant communicator and listener, who is able to translate messages, simplify and summarise issues in a straightforward and succinct manner.
- Significant knowledge, experience, and a strong track record in a service delivery position, ideally within a complex, multi-platform environment managing the service lifecycle, and the delivery of service excellence.
- Demonstrable experience implementing industry best practice and methodologies, including ITIL and have experience shaping support strategies and ITSM frameworks and tooling. Preferably with ITIL qualifications.
- An ability to drive governance and deconstruct current processes and create improved or new processes and standard operating procedures.
- Strong stakeholder engagement, relationship & influencing skills.
- The aptitude to deep dive to understand the products, our business and the competitive landscape.
- 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.
- Excellent attention to detail including a proven ability to manage multiple, competing priorities simultaneously.
- The experience of working in a fast-paced environment, where quickly changing priorities need to be managed, and be capable of managing resources to achieve maximum results.
- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Access a wide range of exclusive Sky VIP rewards and experiences
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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