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Senior Wholesale Roaming Manager

2 months ago

Southwark, Greater London, United Kingdom Sky Full time
About the Role

We are seeking a highly skilled and experienced Commercial Account Manager to join our Wholesale Roaming team at Sky. As a key member of our team, you will be responsible for developing and maintaining strong relationships with our operational/technology teams and 3rd party providers to ensure the delivery of high-quality service and experience to our wholesale roaming B2B customers.

Key Responsibilities
  • Manage the incident, request, and change processes for our wholesale roaming B2B customers, ensuring high performance, accurate reporting, and implementing service improvement activities as needed.
  • Oversee the escalation process for tickets raised by wholesale roaming B2B customers, coordinating resolving parties, effective communication with stakeholders, and conducting post-incident reviews.
  • Handle problem management for issues raised by wholesale roaming B2B customers, analyzing root causes, and preventing future incidents.
  • Introduce and establish quality assurance and performance management frameworks across teams, ensuring proper tracking and metrics.
  • Lead internal and B2B wholesale roaming customer service review meetings covering performance, service improvements, quality, and processes.
  • Support the Roaming Manager and Commercial Account Manager in optimizing costs and maximizing revenue potential for Sky Mobiles group.
  • Devise and negotiate complex deal structures across various products and services to meet pricing targets for wholesale roaming B2B customers.
  • Manage operational tasks requiring cross-departmental collaboration, such as billing queries/disputes, price list administration, and notification support.
  • Collaborate with Legal teams to draft, clarify, and execute partner agreements, ensuring compliance with commercial/legal conditions.
  • Ensure Sky Mobile remains compliant with relevant wholesale regulations, working with Regulatory, Compliance, and Risk teams to provide recommendations.
What You'll Bring
  • Excellent facilitation skills to resolve tensions, improve collaboration, and engage towards shared goals at all levels.
  • Brilliant communication and listening skills to translate messages, simplify, and summarize issues clearly and succinctly.
  • Ability to drive governance, deconstruct current processes, and create improved or new standard operating procedures.
  • Strong stakeholder engagement, relationship-building, and influencing skills.
Experience Required
  • A deep knowledge of a mobile network operator or MVNO, preferably within a roaming wholesale department.
  • Degree in Business or a related field.
  • Proven track record of delivering roaming relationships globally.
  • Extensive experience participating in International Telecom Events such as WAS.
  • Good understanding of the roaming market, including GSMA documentation, roaming regulations, and operational processes.
  • Commercially savvy with proven cost-saving examples in a similar role.
  • Knowledge of wholesale international roaming and associated services, with experience in negotiating commercial terms.
The Rewards

We offer a range of benefits, including:

  • 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

We are a Disability Confident 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.

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