Procurement Manager - Customer Services

Want to do the best work of your life? With 24 million customers in 7 countries, make your mark at Europes 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.

Partner with CSG (Customer Services Group) to execute third party savings savings in 2024, establish a pipe line for 2025 supporting the strategic direction of Sky. The role will report into Group Head of CSG (Customer Service Group) Procurement, within the Corporate & Business Procurement team
Main categories of responsibilities will be Third Parties Contact Centre for the UK, working closely with the Senior Procurement Manager for CSG.

The Corporate and Business team is part of the Enterprise Procurement function, reporting into Comcast. Weve evolved Procurement to better leverage our spend with Comcast (combined spend $19bn) and across Sky markets. This combined approach will enable our people to potentially work on projects relating to Comcast, NBC U as well as Sky specific matters.

What Youll Do

• Become the focal point to run the required vendor selection, for the Sky welcome customer service estate in 2024/25

• Specifically facilitate vendor/s performance and technical criteria (with CSG and Procurement) that successfully proves whether a business case will exist for successful delivery.

• Produce required RFP documentation, with required inputs on business requirements and outcomes needed.

• Formulate commercial options required from vendors, with reference to leading external best practices incentivising customer delivery, operational performance and required efficiencies.

• Lead overall contractual negotiations and completion, with selected vendor, subject to CSG acceptance and business case.

• Evaluate required KPIs, incentive-based models, customer NPS measures as part of overall contract completion based on external best practice and what is feasible as part of CSG operational delivery.

• Define required governance and vendor management approach to ensure successful delivery, through formulating options with CSG and Procurement leadership.

• Be able to build, maintain and influence stakeholder relationships ensuring clear alignment between strategic business plans and Procurements direction.

• Be able to work closely with procurement and business colleagues across the wider Group, including teams in Italy, Germany, and USA.

• Through consulting with the appropriate business areas, lead negotiations with key strategic

What You'll Bring:

• Procurement experience in out sourcing and within Customer Con tact centre environments

• Knowledge of vendor management and able to partner bringing innovation and customer-based out comes in conjunction with stake holders

• Experience of working in a global / pan-European function, being able to manage varying demands and needs within a single project.

• Highly motivated professional with a proactive approach

• Excellent relationship building/management skills

• Excellent negotiating skills and commercial acumen

• Excellent organisational and presentational skills

• Excellent prioritisation and project management skills

• Excellent decision making on more complex & demanding issues.

• Creative thinking initiative and enthusiasm in finding new sourcing approaches to balance operational and

• Ability to manage variety of projects and the associated expectations.

• Display enthusiasm and self-motivation to overcome obstacles and demonstrate a positive approach in the face of difficulty whilst encouraging the same approach in others.

• Long-term strategic vision / under standing to help balance immediate requirements against longer-term needs

• Bachelors Degree or Equivalent

• Procurement qualification (e.g. CIPS)

Team Overview:

Procurement

We bring the best from the global market into Sky - we buy technology, marketing, corporate, operational services and editorial production solutions. We are an international team working with our stakeholders our partners to curate the most effective and efficient customer-led operating model. High ethical standards are embeded in our team, and we engage our supply chains in creating a sustainable future

The rewards

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

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.

Weve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. Youll find out more about what hybrid working looks like for your role later on in the recruitment process.

ADZN1_UKTJ