Service Reliability Manager (GNSP)

Sky; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

Sky, Europe’s biggest entertainment brand, is hiring for a Service Reliability Engineer in London. You will lead a team of engineers across a high-availability network, guiding service introductions and change with emphasis on automation and AI/ML-driven improvements.

You’ll bring CCNP-level expertise and deep provider networking knowledge, plus hands-on scripting and orchestration skills to strengthen reliability. Hybrid work is offered, with Brick Lane office access in London.

Qualifications

• CCNP-level network expertise with ability to guide senior engineers.
• Deep knowledge of IP core, MPLS, routing, switching, firewalls and load balancing.
• Hands-on automation experience in network operations.
• Experience applying AI/ML to event correlation, diagnostics and monitoring.
• Strong leadership guiding complex incidents and change programs.

Responsibilities

• Lead and technically guide a team of Service Reliability Engineers.
• Own network readiness and supervise service introductions and change processes.
• Apply AI/ML to automate network operations and reduce manual work.
• Act as Duty Operations Manager during major incidents and coordinate response.
• Drive improvements using performance data and root-cause analysis.
• Strengthen playbooks, assurance, and operational capability across the function.

Skills

CCNP-level network expertise

Service-provider networking

End-to-end network understanding

Automation experience

AI/ML for network ops

Technical leadership

Tools

Scripting

APIs

Orchestration tooling

Automation platforms

AI/ML platforms

Job description

Job Description

We’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.

What You’ll Do

• Lead from the front – manage and technically guide a team of Service Reliability Engineers across a complex, high-availability network environment.
• Own network operational readiness – lead service introduction and change, ensuring new network technologies and platforms transition effectively into live operations.
• Use AI/ML to automate network operations – apply AI and machine learning to reduce manual activity, improve monitoring, accelerate diagnostics and automate repeatable operational processes.
• Take control during major incidents – act as Duty Operations Manager, providing technical leadership, coordinating response and driving rapid service restoration.
• Drive network reliability and improvement – use performance data, incident trends and root-cause analysis to identify and deliver measurable improvements.
• Raise the technical standard – strengthen engineering playbooks, assurance, compliance and operational capability across the Service Reliability function.

What You’ll Bring

• CCNP-level network expertise – certification is desirable, but the technical depth is essential, with the credibility to guide and challenge experienced Network Engineers.
• Deep service-provider networking knowledge – including IP core, MPLS, routing, switching, access, transmission, firewalls and load balancing.
• Strong end-to-end network understanding – across IP, ISP, cloud, voice, mobile and CDN environments.
• Hands-on automation experience – practical experience using scripting, APIs, orchestration or automation tooling within network operations.
• Experience using AI/ML to automate operational activity – applying AI and machine learning to areas such as event correlation, diagnostics, monitoring, predictive insight and automated remediation.
• Strong technical leadership – proven experience leading complex network incidents and change while driving continuous improvement across a telecoms environment.

Team overview:

Service Reliability

The 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.

Inclusion & How You’ll Work

Recognised 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.

We’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.

Your Office Space

Brick Lane:

Our 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.

The closest tube station is Aldgate East and Liverpool Street is about a 10-minute walk.

Top Tips

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