6 Feb 2018

Permanent Head of Service Operations

AdminDublin, County Dublin, Ireland

Job Description

We’re part of Europe’s leading entertainment and communications business. With over 22 million customers across five countries, we make life easier by entertaining and connecting people. It’s a genuine team effort. That’s why we want talented people, like you, to join us and help make the future happen.


Sky Ireland’ Head of Service will engage, motivate and drive the performance of the Service function in a vibrant contact centre environment.  Reporting to the Director of Operations, you will be responsible for all Service touchpoints and delivering a best in class customer experience. This is a critical role to ensure ongoing growth and success of our Irish operations. 

The perks
As a valued employee of Sky, you’ll benefit from a free Sky Q premium package (one off payment required for installation), an excellent pension scheme and private health care. Plus, there’s a great range of other benefits to fit around your needs too

Your key responsibilities
As a key member of the Operations Management team, you will be responsible for helping Sky to be the best customer-led entertainment and communications company in Ireland.The key responsibilities of this senior role are as follows:

– Responsible for all Service touchpoints across inbound, outbound and non-voice channels (including Social & Messaging)
– Leading a team of circa 350 people based in Burlington plaza, providing industry class service to our Irish customers
– Accountable for the relationship with our strategic outsource partners and ensuring the quality of service is consistent, and meets expected levels
– Responsible for shaping the culture within Sky Ireland and driving high levels of employee engagement through inspirational and creative leadership
– Defining the strategic priorities for Service and working cross functionally to develop the associated delivery plans
– Act as the ‘customer champion’, and work across the business to drive the necessary changes to reduce Customer Effort
– As a strong advocate for Digital, you’ll be at the heart of the implementation of the operational strategy to increase Digital awareness and engagement
– Ownership for the People Plan for Service, ensuring the right focus, activities and drive are in place on areas such as Growth & Development, Recognition and Communication
– Evolution of the operating model, defining the skills required for the future and working with the required support functions to fulfil  

Your skills
– Strong stakeholder management and collaboration skills
– A continuous improvement mindset and the ability to foster the same in others
– A flexible leadership style with the ability to be visionary and planned, as well as tactical and focussed on the immediate term
– Strong influencing and communication skills
– Track record of successfully delivering against business metrics
– Extensive experience leading within an Operations environment 

If you’re ready to work in a dynamic environment alongside talented people who take pride in delivering great results, apply today

Happy to talk flexible working

It’s our people that make Sky Europe’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Sky can be their best.

If you are successful in your application for this role, your appointment will be subject to receiving a positive outcome from your Criminal Record Check.


Believe in better

Closing Date: Ongoing

To apply for this available Job Vacancy please click Here

Job Categories: Operations and Operations Manager. Job Types: Permanent. Job Tags: Job, sky, and Vacancy. Salary: Competitive.

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