Service Reliability Manager

What You’ll Do

• Manage shift teams, including rota planning and shift cover.
• Lead business change and service introduction processes for the Service Reliability team.
• Lead service improvement initiatives such as network management platform onboarding.
• Act as Duty Operations Manager, providing on‑call management escalation for operational incidents.
• Prepare management reporting for changes and incidents.
• Undertake network audits and compliance activities.
• Develop and maintain communication channels between shift teams, stakeholders, and leadership to ensure seamless operational awareness and responsiveness.
• Maintain the Service Reliability knowledge base and playbooks, and provide training to shift teams.

What You’ll Bring

The ideal candidate will provide management and technical leadership to a team of service reliability engineers and handle the Duty Operations Manager role. Requirements:

• Detailed technical understanding of telecoms networks across IP core, access, transmission, cloud, and ISP services.
• Strong understanding of the functions and architecture of other network domains, including voice, mobile, and CDN.
• Knowledge of all telco network domains sufficient to provide technical guidance and oversight to Service Reliability Engineers.
• Network Engineering operational expertise in service provider network technologies such as Access, MPLS, IP routing, switching, network security (firewalls), and load balancing.
• Professional‑level technical knowledge and skills (e.g., CCNP, NSE) with competence in at least one major vendor and strong troubleshooting, documentation, and familiarity with automation/monitoring tools.
• Experience managing telecoms change and incident management processes.
• A service improvement mindset with experience in improving processes and procedures.

Team Overview

The Service Reliability team is responsible for the 24/7 running of Sky’s telecoms network, providing the primary 24/7 service desk for Group Networks and executing playbooks for problem resolution within the Access and IP network domains.

Inclusion & How You’ll Work

Sky is committed to diversity and inclusion, with initiatives supported by The Times and Stonewall. The role is hybrid, with time split between office locations and working from home.

Location

Office: Brick Lane, London – within the East End community, close to Aldgate East and Liverpool Street tube stations.

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