Technical Customer Services Manager

As the Technical Customer Services Manager at Sky Protect, you will play a pivotal role in ensuring the smooth operation of our customer facing technical support teams and handle working with our wider business to support on product development and bug resolution. You will help monitor performance, enforce SLAs, prioritize issue resolution, identify improvements and maintain a high standard of customer support with our third-party supplier.

What you'll do:

• Performance Monitoring - MI and Reporting: Regularly monitor and evaluate the performance of the customer services technical support team and the bug resolution process. Track and report on key metrics such as response times, resolution rates, customer satisfaction scores.


• Issue Prioritization and Resolution: manage bug resolution processes, ensuring that critical issues are addressed promptly. Collaborate with other departments within Sky to maintain and optimize effective workflows for identifying, escalating, and resolving customer facing technical issues related to the Sky Protect smart home technology.


• SLA (Service Level Agreement) Adherence: Enforce and manage SLAs to ensure that all teams involved meet predefined standards for response times, issue resolution, and overall customer support. Regularly review SLAs and adjust based on performance and business needs.


• Quality Assurance: works closely with Quality Assurance team, to ensure a robust framework to measure and monitor quality.


• Communication and Collaboration: Foster effective communication and collaboration between Sky Protect Operations, customer service provider and Sky Technical Teams. Facilitate regular meetings, share insights, and address any challenges that may arise. Maintain an open line of communication to ensure a unified approach to both technical support and bug resolution.


• Supplier Management: work closely with suppliers and able to build strong relationships with stakeholders
  
  Bachelor's degree


• Several years of experience in technical service delivery, customer support management, or a related field.


• Experience managing bug tracking, resolution processes, and customer support best practices.


• Familiarity and understanding of smart home technology, IoT (Internet of Things), and related systems.


• Leadership and management skills, experience in overseeing teams/managing vendor relationships, and driving performance improvement.


• Able to travel to partner site when required (Derby).
  
  Want to do the best work of your life? Make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.
  
  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


How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.