Service Reliability Manager (GNSP)

In this role, you lead the Service Reliability team to keep Sky’s telecoms network running 24/7, shaping operational processes and improving incident response. You will coordinate shift teams, manage changes, and drive service improvements while acting as the on-call Duty Operations Manager during high-impact incidents. You’ll document playbooks, train teams, and maintain strong stakeholder communication to ensure swift, effective problem resolution. You will work within a collaborative, hybrid environment that values inclusion and continuous learning, making a meaningful impact on network reliability.

• 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 (e.g., network management platform onboarding)
• Fulfil Duty Operations Manager role as on-call escalation during incidents
• Produce management reporting for changes and incidents
• Conduct network audits and compliance activities
• Maintain effective communication channels between shift teams, stakeholders, and leadership
• Maintain Service Reliability knowledgebase and playbooks; provide training to shift teams

• Leadership and technical guidance to a team of service reliability engineers
• Document and improve operational processes based on performance metrics and incident learnings
• Strong communication under pressure during high-impact incidents
• Deep telecoms network knowledge across IP core, access, transmission, cloud, and ISP services
• Understanding of voice, mobile, and CDN network domains
• Knowledge of telco network domains to guide engineers
• Operational expertise in Access, MPLS, IP routing, switching, security (firewalls), and load balancing
• Professional-level knowledge (e.g., CCNP, NSE) with experience in at least one major vendor; familiarity with automation/monitoring tools
• Experience managing telecoms change and incident management processes
• Service improvement mindset and track record of process improvements

• Calm under pressure
• Effective communication
• Leadership and mentoring
• Telecoms network knowledge across IP core, access, transmission, cloud, ISP services
• Knowledge of voice, mobile, and CDN network domains
• Network engineering: Access, MPLS, IP routing, switching