Senior Business Change Manager
Change Delivery sits at the heart of Sky’s business. We turn strategic ambition into delivered change, leading the programmes that matter most to our customers, our people and the Consumer CEO agenda.
We are the team that helps Sky move from idea to impact. Whether we are launching a new product, shaping a major proposition change or transforming the way our contact centres and engineers serve customers. Change Delivery brings the structure, pace and leadership needed to make complex change happen.
Our work connects technology, product, commercial and operational teams across the business, to create a clear route from strategy through to launch, stabilisation and handover.
Recent programmes include the launch of Sky Glass Air, Sky Smart Home and Sky’s CityFibre partnership, alongside work to roll out our best Sky Mobile and Sky Broadband services to more customers than ever before.
As a Senior Business Change Manager, you’ll lead complex, cross-functional change from discovery through to delivery and operational readiness. You’ll work closely with Technology, Product and Customer Operations to turn strategy into practical delivery plans and make sure change lands safely and effectively for customers and colleagues.
This is a role for someone who can bring clarity, control and momentum to busy delivery environments. You’ll shape plans, manage risks and dependencies, build strong stakeholder relationships and keep teams focused on the outcomes we need to deliver. You’ll be comfortable working with ambiguity, simplifying complexity and communicating clearly with both technical and non-technical audiences.
You may also lead or support Business Change Managers and Associate Business Change Managers on larger programmes, providing clear direction, delivery focus and coaching so the team can deliver high-quality change outcomes.
What you’ll do
Own end-to-end delivery of change into Sky’s customer operations, from shaping scope and plans through to readiness, rollout, stabilisation and benefit realisation.
Lead cross-functional programme activity across technology, product, commercial and operational teams, flexing across agile, waterfall and hybrid delivery approaches.
Create and maintain the right delivery rhythm, including planning, governance, progress tracking, RAID management, dependency management, briefings, trials and rollout planning.
Build trusted relationships with stakeholders and delivery partners, using clear communication and strong influencing skills to align priorities, resolve delivery challenges and maintain pace.
Translate complex delivery information into clear updates, recommendations and decisions so stakeholders understand progress, risks, trade-offs and customer impact.
Provide confident project leadership, managing plans, risks, issues, decisions and dependencies to keep delivery moving and make sure operational readiness is understood.
On larger programmes, lead and support small teams of Business Change Managers and Associate Business Change Managers, giving clear direction, delivery focus and development support.
Contribute to department-wide improvements, helping strengthen how Change Delivery plans, communicates and lands change across the business.
What you’ll bring
Essential criteria:
Proven experience delivering complex, cross-functional projects or programmes in fast-paced environments, ideally within communications, media, technology or customer operations.
Strong end-to-end project delivery capability, with practical experience across scoping, mobilisation, planning, governance, RAID and dependency management, delivery tracking, launch readiness and handover.
The ability to bring structure and clarity where there is ambiguity, incomplete information or competing priorities, enabling progress without slowing delivery down.
Excellent stakeholder management and influencing skills, with the confidence to build trust, create alignment and manage competing priorities across different teams and levels. Confidence with clear communication to director-level audiences.
Experience working alongside Technology, Product and Customer Operations to shape and deliver change into customer-facing environments.
Strong understanding of operational processes and customer journeys, and how to land change safely for customers and colleagues.
Ability to simplify complex problems and communicate clearly with technical and non-technical audiences, using data, insight and judgement to tell a clear delivery story.
A self-starting, delivery-focused approach, with the ability to spot what needs to be done, take ownership and maintain momentum across multiple moving parts.
Experience leading small teams or individuals, either through line management, matrix leadership or delivery/activity management.
Desirable skills and experience:
Experience working in agile, waterfall or hybrid delivery environments; SAFe agile experience is desirable but not essential.
Experience supporting customer, regulatory or operationally complex programmes.
Experience coaching or developing delivery colleagues through programme activity.
Benefits and perks
There's one thing people can't stop talking about when it comes to life at Sky: the perks. Here’s a taster:
Free Sky TV package, including Sky Sports and Sky Cinema
Pension package with up to 9% employer contribution
Private healthcare with mental health support
Aviva Digital GP and dental insurance
Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
Sharesave and Tech schemes
A range of Sky VIP rewards and experiences
How you’ll work
We've adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are 2 days in the office per week.
Your office base
Osterley
Our Sky Group HQ. Equipped with state-of-the-art technology and workspaces, there’s plenty of space to see your big ideas come to life. Here you’ll find 13 subsidised restaurants and cafes. You can re-energise at our gym, catch the latest films at our cinema, get your car washed and even get pampered at our beauty salon.
Our Osterley Campus is just a 10-minute walk from Syon Lane train station, or you can get one of our free shuttle buses from Osterley, Gunnersbury and Ealing Broadway stations.Plus, there’s free onsite parking available for cars, motorbikes and bicycles.
Livingston
Our Livingston office at Kirkton Campus is home to our first and biggest Contact Centre. It’s also home to our Sky Up Academy, placing young people at centre stage as media creators. With an on-site restaurant, gym and beauty salon, you can make your routine work for you.
The nearest train station is Livingston North. A Sky shuttle bus runs between the station and campus every 20 minutes throughout the day. Sky Watermark, our central site for Livingston, is also just a short shuttle bus away.
Who we are
We’re Sky, a leading media and entertainment company who connect millions with entertainment, sports, news and arts through innovative products and services. Working with us means you’ll be bringing the joy of a better experience to more people, every day. All so we can do better and deliver better for our customers, colleagues and society.
We’re an equal opportunity employer and value diversity at our company. We're a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates.We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.
To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.
To find out more about working with us, search #LifeAtSky on social media.
