Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe''s 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. What you''ll do: Develop and maintain 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. 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 ..... full job details .....