Want to do the best work of your life? With 24 million customers in 6 countries, 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.

The Head of Transformation & Enablement is a senior strategic leadership role responsible for transforming service delivery into a world-class, digitally enabled customer and operational experience.

This role will lead the evolution of the organisation's service model through operational transformation, AI-enabled capabilities, digital self-service, and modern customer experience design. The focus is on optimising processes, technology, and operating models to deliver seamless, efficient, and scalable service delivery while shifting the service organisation from a traditional cost centre to a a value-creation function.

The role will champion the concept of Service as a Product, ensuring that service delivery is designed, measured, and continuously improved with the same rigour as product development, delivering measurable value to both customers and the business.

Working across customer operations, technology, and business teams, the Head of Transformation & Enablement will drive strategic change initiatives that improve customer outcomes, enable operational excellence, and position service delivery as a strategic differentiator for the organisation.

The role will also oversee the evolution and optimisation of CRM capabilities to ensure that systems, automation, and data support intelligent service delivery and continuous improvement.

What you'll do:

Key Outcomes for the Role, the Successful Candidate will be Expected to Deliver:

• A digitally enabled, AI-supported service delivery model.
• Increased customer adoption of digital and self-service channels.
• Improved customer satisfaction and operational efficiency.
• Enhanced CRM capability supporting intelligent service management.
• A service organisation that drives measurable business value.
• Continuous improvement in customer experience and operational performance.

Key Responsibilities

• Operational Transformation & Service Enablement
• Lead the transformation of service operations to create a modern, digitally enabled, and customer-centric service organisation.
• Design and implement a world-class service delivery model that optimises operational efficiency, customer experience, and scalability.
• Drive the adoption of AI, automation, and digital technologies to improve service processes, increase speed of resolution, and reduce operational friction.
• Develop and implement customer self-service capabilities that empower customers while improving operational efficiency.
• Champion the evolution of service from a cost centre to a value creation capability, delivering measurable business impact.
• Embed the Service as a Product approach, ensuring services are designed, managed, and continuously improved as strategic offerings.
• Identify opportunities to streamline workflows, remove inefficiencies, and enhance productivity across service operations.
• Fuller JD available upon request that breaks down the above into the 5 core area's of; 1 Customer Experience Strategy, 2 Business Change & Transformation Delivery, 3 CRM Strategy, Capability & Automation, 4 Leadership & Team Development, 5 Stakeholder Engagement & Strategic Reporting

What you'll bring:

• Significant leadership experience within operational transformation, customer experience, or service operations environments.
• Experienced in leading change, CX Transformation within the B2B Telecommunications industry.
• Strong track record delivering large-scale transformation or operational improvement initiatives.
• Experience implementing AI, automation, and digital technologies within service or operational environments.
• Experience designing and implementing digital service and self-service capabilities.
• Strong understanding of process improvement methodologies (Lean, Six Sigma, or equivalent).
• Experience managing and optimising CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot).
• Proven ability to lead organisational change and influence senior stakeholders.
• Strong analytical mindset with the ability to translate insights into actionable improvements.
• Excellent communication, leadership, and stakeholder engagement skills.

The Rewards:

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:

• Sky Q, for the TV you love all in one place

• The magic of Sky Glass at an exclusive rate

• A generous pension package

• Private healthcare

• Discounted mobile and broadband

• A wide range of 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.

Your office base:

Leeds:

Our spacious tech hub is under a mile away from Leeds train station. There's plenty of parking in the surrounding streets and at the nearby CitiPark.

You can also blow off steam over a game of pool or table tennis, and stay fit at our subsidised gym.

OR

Osterley:

Our Osterley Campus is a 10-minute walk from Syon Lane train station. Or you can hop on one of our free shuttle buses that run to and from Osterley, Gunnersbury, Ealing Broadway and South Ealing tube stations. There's also plenty of bike shelters and showers.

On campus, you'll find 13 subsidised restaurants, cafes, and a Waitrose. You can keep in shape at our subsidised gym, catch the latest shows and movies at our cinema, get your car washed and even get pampered at our beauty salon.

OR

Livingston Watermark House:

Our lively campus is a free shuttle bus away from Livingston North train station and the town centre. Plus there's onsite parking available for cars, motorbikes and bicycles.

OR

Newcastle

We're based in the heart of Newcastle looking onto St James' Park. Close to all main transport hubs, you'll have access to a subsidised canteen and Sky Q lounge to relax in, table tennis, free tea and coffee, pool table, bike storage, prayer room and changing/washroom facilities. 

At Sky we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We are 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 to your recruiter as early as you can.

Apply now to build an amazing career and be part of a brilliant team. We can't wait to hear from you.