Senior Business Change Manager

Job Description

Change Delivery sits at the heart of Sky's business. We turn strategic ambition into delivered change, leading the programmes that matter most to our customers, our people and the Consumer CEO agenda.

Change Delivery sits at the heart of Sky's business. We turn strategic ambition into delivered change, leading the programmes that matter most to our customers, our people and the Consumer CEO agenda. We are the team that helps Sky move from idea to impact. Whether we are launching a new product, shaping a major proposition change or transforming the way our contact centres and engineers serve customers.

Change Delivery brings the structure, pace and leadership needed to make complex change happen. Our work connects technology, product, commercial and operational teams across the business, to create a clear route from strategy through to launch, stabilisation and handover. Recent programmes include the launch of Sky Glass Air, Sky Smart Home and Sky's City Fibre partnership, alongside work to roll out our best Sky Mobile and Sky Broadband services to more customers than ever before.

As a Senior Business Change Manager, you'll lead complex, cross-functional change from discovery through to delivery and operational readiness. You'll work closely with Technology, Product and Customer Operations to turn strategy into practical delivery plans and make sure change lands safely and effectively for customers and colleagues. This is a role for someone who can bring clarity, control and momentum to busy delivery environments.

You'll shape plans, manage risks and dependencies, build strong stakeholder relationships and keep teams focused on the outcomes we need to deliver. You'll be comfortable working with ambiguity, simplifying complexity and communicating clearly with both technical and non-technical audiences. You may also lead or support Business Change Managers and Associate Business Change Managers on larger programmes, providing clear direction, delivery focus and coaching so the team can deliver high-quality change outcomes.

• Own end-to-end delivery of change into Sky's customer operations, from shaping scope and plans through to readiness, rollout, stabilisation and benefit realisation.
• Lead cross-functional programme activity across technology, product, commercial and operational teams, flexing across agile, waterfall and hybrid delivery approaches.
• Create and maintain the right delivery rhythm, including planning, governance, progress tracking, RAID management, dependency management, briefings, trials and rollout planning.
• Build trusted relationships with stakeholders and delivery partners, using clear communication and strong influencing skills to align priorities, resolve delivery challenges and maintain pace.
• Translate complex delivery information into clear updates, recommendations and decisions so stakeholders understand progress, risks, trade-offs and customer impact.
• Provide confident project leadership, managing plans, risks, issues, decisions and dependencies to keep delivery moving and make sure operational readiness is understood.
• On larger programmes, lead and support small teams of Business Change Managers and Associate Business Change Managers, giving clear direction, delivery focus and development support.
• Contribute to department-wide improvements, helping strengthen how Change Delivery plans, communicates and lands change across the business.

• Proven experience delivering complex, cross-functional projects or programmes in fast-paced environments, ideally within communications, media, technology or customer operations.
• Strong end-to-end project delivery capability, with practical experience across scoping, mobilisation, planning, governance, RAID and dependency management, delivery tracking, launch readiness and handover.
• The ability to bring structure and clarity where there is ambiguity, incomplete information or competing priorities, enabling progress without slowing delivery down.
• Excellent stakeholder management and influencing skills, with the confidence to build trust, create alignment and manage competing priorities across different teams and levels. Confidence with clear communication to director-level audiences.
• Experience working alongside Technology, Product and Customer Operations to shape and deliver change into customer-facing environments.
• Strong understanding of operational processes and customer journeys, and how to land change safely for customers and colleagues.
• Ability to simplify complex problems and communicate clearly with technical and non-technical audiences, using data, insight and judgement to tell a clear delivery story.
• A self-starting, delivery-focused approach, with the ability to spot what needs to be done, take ownership and maintain momentum across multiple moving parts.
• Experience leading small teams or individuals, either through line management, matrix leadership or delivery/activity management.