Service Reliability Manager (London)

Job Description

hackajob is collaborating with Sky UK to connect them with exceptional professionals for this role.

\n

\n
• \nJob Description\nWe’re Sky, Europe’s biggest entertainment brand. Think top-quality shows. Breaking news. Innovative tech. Must-have products. Careers here mean the freedom and support you need to make an impact – pushing boundaries, creating solutions, hitting targets. As part of our close-knit team, you’ll enjoy plenty of benefits, plus experiences you’ll only find at Sky. \n \nWhat you'll do: \n
  \n
  • \nManage shift teams including rota planning / shift cover \nLead business change / service introduction processes for the Service Reliability team \nLead service improvement initiatives e.g. network management platform onboarding \nFulfil Duty Operations Manager role as on-call management escalation for operational incidents \nManagement reporting for change and incident \nUndertake network audits / compliance activities \nDevelop and maintain effective communication channels between shift teams, stakeholders, and leadership to ensure seamless operational awareness and responsiveness. \nMaintain Service Reliability knowledgebase and playbooks and provide training to shift teams \n \n

  \n\n \nWhat you'll bring: \nThe ideal candidate will be able to provide management and technical leadership to a team of service reliability engineers. Service reliability managers should be confident both documenting new operational processes and making improvements in response to information from performance metrics and learnings from incidents. In the on-call role of duty operations manager, effective communication and the ability to remain calm under pressure are essential, as the role involves liaising with multiple stakeholders during high-impact incidents. \n

  \n
  • \nDetailed technical understanding of telecoms networks across IP core, access, transmission, cloud and ISP services \nStrong understanding of the functions and architecture of other network domains (including voice, mobile and CDN) \nKnowledge of all telco network domains sufficient to provide technical guidance and oversight to Service Reliability Engineers reporting to them. \nNetwork Engineering operational expertise in service provider network technologies like Access, MPLS, IP routing, switching, network security (firewalls), and load balancing. \nTechnical knowledge and skills up to the equivalent of professional-level (e.g. CCNP, NSE) with competence in at least one major vendor with strong troubleshooting, documentation, and familiarity with automation/monitoring tools. \nExperience of managing telecoms change and incident management processes \nA service improvement mindset with experience in improving processes and procedures. \n

  \n\n \nTeam overview: Service Reliability \nThe Service Reliability team is responsible for the 24/7 running of Sky’s telecoms network. It provides the primary 24/7 service desk for Group Networks routing incident tickets both within the department and to other on-call support teams within Group Networks. The department is directly responsible for executing playbooks for problem resolution within the Access and IP network domains. \n \nInclusion & how you'll work: \n \nRecognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky. \n \nWe’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. \n \nYour office space: \n \nBrick Lane: \nOur Brick Lane office is in the heart of the East End of London. It’s part of a vibrant and varied community; close to street food, cafes, and shops. \nThe closest tube station is Aldgate East and Liverpool Street is about a 10-minute walk. \nTop Tips:\n

  \n
  • \nTo find out more about the team and opportunity, and to support you in the application process, we encourage reaching out to the Hiring Manager for a conversation about the role before applying.\n

  \n

  • \nPreparation is key - make sure to review the interview details provided by the recruiter and prepare accordingly to give yourself the best chance for success\n

  \n

  • \nDon’t forget to set up job alerts on Careers at Sky to be the first to hear when new roles open.\n

  \n

  • \nExplore Sky Learn for a range of online courses, learning and toolkits to support you in your career development and build future skills.\n

\n\n\n

• \nInternal Job Description \nInternal Job Description\nWe’re Sky, Europe’s biggest entertainment brand. Think top-quality shows. Breaking news. Innovative tech. Must-have products. Careers here mean the freedom and support you need to make an impact – pushing boundaries, creating solutions, hitting targets. As part of our close-knit team, you’ll enjoy plenty of benefits, plus experiences you’ll only find at Sky. \n \nWhat you'll do: \n
  \n
  • \nManage shift teams including rota planning / shift cover \nLead business change / service introduction processes for the Service Reliability team \nLead service improvement initiatives e.g. network management platform onboarding \nFulfil Duty Operations Manager role as on-call management escalation for operational incidents \nManagement reporting for change and incident \nUndertake network audits / compliance activities \nDevelop and maintain effective communication channels between shift teams, stakeholders, and leadership to ensure seamless operational awareness and responsiveness. \nMaintain Service Reliability knowledgebase and playbooks and provide training to shift teams \n \n

  \n\n \nWhat you'll bring: \nThe ideal candidate will be able to provide management and technical leadership to a team of service reliability engineers. Service reliability managers should be confident both documenting new operational processes and making improvements in response to information from performance metrics and learnings from incidents. In the on-call role of duty operations manager, effective communication and the ability to remain calm under pressure are essential, as the role involves liaising with multiple stakeholders during high-impact incidents. \n

  \n
  • \nDetailed technical understanding of telecoms networks across IP core, access, transmission, cloud and ISP services \nStrong understanding of the functions and architecture of other network domains (including voice, mobile and CDN) \nKnowledge of all telco network domains sufficient to provide technical guidance and oversight to Service Reliability Engineers reporting to them. \nNetwork Engineering operational expertise in service provider network technologies like Access, MPLS, IP routing, switching, network security (firewalls), and load balancing. \nTechnical knowledge and skills up to the equivalent of professional-level (e.g. CCNP, NSE) with competence in at least one major vendor with strong troubleshooting, documentation, and familiarity with automation/monitoring tools. \nExperience of managing telecoms change and incident management processes \nA service improvement mindset with experience in improving processes and procedures. \n

  \n\n \nTeam overview: Service Reliability \nThe Service Reliability team is responsible for the 24/7 running of Sky’s telecoms network. It provides the primary 24/7 service desk for Group Networks routing incident tickets both within the department and to other on-call support teams within Group Networks. The department is directly responsible for executing playbooks for problem resolution within the Access and IP network domains. \n \nInclusion & how you'll work: \n \nRecognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky. \n \nWe’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. \n \nYour office space: \n \nBrick Lane: \nOur Brick Lane office is in the heart of the East End of London. It’s part of a vibrant and varied community; close to street food, cafes, and shops. \nThe closest tube station is Aldgate East and Live]]>