Service Delivery Manager 4- 100 % Diversity

Comcast Corporation is a global media and technology company with three primary businesses:

Comcast Cable, NBCUniversal, and Sky. Comcast Cable is one of the United States’ largest video, high-

speed Internet, and phone providers to residential customers under the Xfinity brand, and also provides

these services to businesses. It also provides wireless and security and automation services to residential

customers under the Xfinity brand. NBCUniversal operates news, entertainment and sports cable

networks, the NBC and Telemundo broadcast networks, television production operations, television

station groups, Universal Pictures, and Universal Parks and Resorts. Sky is one of Europe's leading media

and entertainment companies, connecting customers to a broad range of video content through its pay

television services. It also provides communications services, including residential high-speed Internet,

phone, and wireless services. Sky operates the Sky News broadcast network and sports and

entertainment networks, produces original content, and has exclusive content rights.

Comcast India Engineering Center

Chennai One SEZ, Phase 2 (5 th floor)

North Block, Phase 2, Module 7&8,

Pallavaram - Thoraipakkam 200 Feet Road,

Thoraipakkam, Chennai-600 097.

Visit us at: www.comcastcareers.com/india

Job Summary

In Group Service Management - Service Operations we drive service excellence by leading technology

operational principles and service protection methods across all countries. We oversee Sky’s readiness

for new products and key events, we ensure that all changes happen seamlessly and that we recover

quickly from any incidents so that our services are always available. Working closely with the teams in

Italy and Germany, we will build our capabilities and bring consistency to our processes across all

markets

We are seeking a Service Delivery Manager to join our Service Readiness and Assurance team in our

Service Operations organisation. You will be the gatekeeper for the live production environment,

responsible for ensuring we are fit to operate. Leading the successful delivery of high profile, key events,

mitigation of risk as well as the continuous improvement and evolution of our operational service

assurance policies across Sky Group.

It is a challenging and rewarding role, and you will need to be self-motivated and resilient.

What you’ll do:

- You will be accountable for Service Readiness - Leading the successful transition of new products

into the live environment, ensuring we can operate effectively. Evaluating services delivered through

the Service Introduction Process to ensure the Service Acceptance criteria is evidenced and signed

off.

- You will play a key part in owning the Technology Key Event Management framework and operation

for Sky Group. Leading operational readiness, risk mitigation, as well as the successful execution of

high-profile events across all countries, including major sporting events, high profile content delivery

and major world events. This may require you to work extended hours.

- Accountable for driving the Service Management - Operational Assurance best practise principles

across our Technology organisation within Sky Group as well as with our Vendors, Partners and

Suppliers. This includes agreeing and leading the delivery of Operational OKR’s and KPI’s with a

goal of mitigating risk, driving platform reliability, reactively through leading Hypercare initiatives and

proactively through service excellence measures.

- You will lead the promotion, measurement, and continuous improvement of Service Readiness &

Assurance policies within the team and across Sky Group. Leading the continuous evolution of the

ways of working, developing an operating model that promotes collaboration and efficiency, and

importantly, using a data driven approach to everything we do in Service Operations. Experienced in

building Dashboards, scorecards and reporting that will be shared with all levels of the organization.

With strong analytical skills

- You will have the ability to make things happen with a passion for bringing people together and

influencing others, sometimes without direct authority. Building collaborative relationships with senior

stakeholders acting as a ‘trusted advisor’, aligning on recommendations, providing guidance on

feasible solutions, resolving issues, and agreeing delivery strategy, without disrupting delivery.

- You will have strong skills, motivation, and aptitude to perform in a high profile, complex, fast paced

environment, supporting virtual teams, short notice requests, as well as multiple initiatives all at once.

An individual that has gravitas and who thrives in challenging situations.

A strong communicator and listener who can translate messages and communicate confidently with

a diverse group of stakeholders across all levels.

- Strong leadership skills as you may be required to lead a small team, providing coaching, mentoring

and clear direction.

What you’ll bring:

- You will have knowledge, experience, and a strong track record in a related Operational or IT Service

Management position, ideally within a complex, multi-platform environment managing the service

lifecycle, and the delivery of service excellence.

- An amazing facilitator, able to resolve tensions, improve collaboration and engagement towards

shared goals in any situation, at all levels. You will achieve this as a brilliant communicator and

listener, who is able to translate messages, simplify and summarise issues in a straightforward and

succinct manner

- A flexible approach, able to adapt your style and methods, getting the best out of all resources

required to successfully deliver. Open and receptive, you are intuitive and able to recognise when

things are going off track, making the necessary adjustments or hard decisions to maintain focus and

successful delivery.

- Demonstrable experience implementing industry best practice and methodologies, including ITIL and

Agile. Preferably with ITIL 4 qualifications. A working knowledge of Service Now or other IT Service

Management toolsets would be advantageous and is a strong working knowledge of reporting and

analytics tools.