Leads the recovery and resolution of major technology and television incidents across Sky’s complex service environment. Coordinates technical teams, vendors, executives, and partners; communicates incident status; drives workarounds, root-cause mitigation, post-incident reporting, and service improvement plans. The role also supports launches, changes, disaster recovery testing, automation, reporting, and continual service improvement while participating in a 24/7 out-of-hours rota and weekly hybrid shifts.

Leads software engineering strategy and platform evolution for Sky Business’s Salesforce-based CRM, billing, and integration platform. Responsibilities include coaching engineering teams, establishing modern engineering practices, assuring technical design and standards, driving secure and scalable platform modernization, reducing legacy risk, partnering across architecture and product teams, and maximizing Salesforce capabilities. The role also promotes automation, operational excellence, and meaningful AI adoption across customer-facing platforms.