1. JASON PAUL SMITH
376 Birmingham Road, Bromsgrove, Worcestershire, B61 0HJ
07801 211 167 email: jason.smith@bskyb.com
I am a highly motivated and committed leader, with a proven track record of effectively
managing diverse teams through programmes of change, whilst ensuring that operational
performance is being achieved at the highest possible level.
Employment History
Feb ‘02 – present Sky (Various leadership roles)
Aug ‘10 – present Regional Manager: Sky, East Department
Leading, developing and coaching 8 direct reports to deliver consistently excellent operational
performance through a wider team of circa 150 engineers. Covering a large geographical
area spanning over 100 miles, which includes all of Worcestershire and the West Midlands.
My team attends over 360 jobs per day, serving in excess of 130,000 customers each year.
Budget accountability of £5M pa. Responsible for strategic planning, operational
achievements and the safety and wellbeing of Engineers and Team Managers within the
Region.
Additional responsibility as Deputy Head of Field one day per week covering line manager
part-time working. Responsible for a further 5 Regional Managers, leading the departmental
team of circa 700 Team Managers and Engineers, ensuring their performance and safety.
Key Achievements
 Deliver world-class service to customers through strong focus on employee engagement,
consistently achieving the highest employee survey engagement results within the East
Department (and one of the highest company-wide), and recognised by senior leaders as
a role model in this field. Consistently achieve NPS score of over 80, delivering a 10%
increase over the last 2 years.
 Proactively taken on key national projects through to successful delivery. Nominated as
National Lead to take forward the re-launch of the company safety programme. Delivered
key changes to the programme, including design and delivery of the observation process
across all levels, engaging with national stakeholders throughout. This has reduced
accidents at work across the business, and increased near-miss reporting and overall
engagement with safety.
 Designed and delivered company-wide programme of Regional Safety Advocates across
all Departments, who support me in the design and implementation of change across the
business.
 Led renewed national focus on Wellbeing, ensuring that all levels have access to the
great things that Sky has to offer to support this. The success of this work is reflected in
the increased employee survey scores for engagement.
 Personally identified the national need to ensure the timely and safe return to work of
long-term absentees, and led the development and implementation of the Return to Work
process. This has significantly reduced the amount of time taken to return Engineers to
work following sick leave, and thus increased availability nationwide.
 Aware of the lack of Engineer understanding of the composition of their working day,
worked with colleagues to develop the Length of Working Day tool to address this, which
was disseminated to circa 3,000 Sky Engineers. This has significantly improved Engineer
understanding and thus engagement, and begun the process of changing the historical
culture of “job and finish”.
 Identifying and bringing in new talent to the Region, encouraging and facilitating
individuals’ personal development and progression, and working with colleagues across
the Department to enable effective succession planning.
 I have created an environment in which my people are empowered to make decisions
and be accountable for their actions, while keeping them engaged with and delivering the
Sky Vision and Values.

2. Oct ’09 – Apr ’10 Repair Facility Project Manager: Sky In-Home Service, Coventry
6-month secondment managing the Repair Facility project, reporting into Head of Logistics,
Repair and Fleet. Managed, developed and delivered Sky’s internal project plan, ensuring
that the Repair Facility was completed on time and to the agreed standard. The timescales
involved were particularly aggressive, and this demanded a great degree of organisation and
time management.
Key Achievements
 Utilised my understanding of the challenges of field operations in leading the Project’s
engagement with Engineers, Team Managers and Regional Managers to promote the
new Repair Facility and related processes, and gain field confidence in the product.
 Greatly increased my personal practical technical knowledge, and understanding of the
role and contribution of diverse areas of the business and third parties, including the
Original Equipment Manufacturers (OEMs) and Unipart Technology Logistics (UTL).
 Managed relationships and communications with the Project’s stakeholders, to ensure its
success. Engaged with OEMs to gain confidence, accreditation and collaboration;
communicating effectively to build strong relationships, whilst utilising my influencing and
persuasion skills. Shared my knowledge and expertise, acting as the point of contact for
queries from both Sky and UTL.
Sep ’07 – Aug ’10 Team Manager: Sky In-Home Service, Coventry
Led, developed and coached around 25 Engineers to deliver consistently excellent
operational performance direct to Sky customers’ homes, from a starting point of extreme
under-performance and low morale. The team covered a diverse and challenging
geographical area over a large proportion of Warwickshire.
Key Achievements
 Managed my team to achieve vast improvements across all Right First Time Key
Performance Indicators from quarter to quarter.
 Inspired and motivated my team to ensure its delivery of a reliable and personal
customer-focussed service, providing colleagues with a clear role model for the Sky
Values and culture.
 Drove high standards of compliance, damage avoidance and health and safety within the
team, and the development of a culture of strong teamwork.
 Ensured ongoing continuous improvement for individuals, including myself and the team
as a whole, recognising achievement and offering opportunities to address areas for
development.
 Worked with firm self-motivation, but as an involved member of the wider Regional team,
offering support and good working relationships to my Team and Regional Manager
colleagues, including covering in Regional Manager absence.
 Successfully led an extended team, including Difficult Access Team Engineers, for the 8
weeks of Project Banana.
Mar ’04 – Sep ’07 Team Coach: Sky In-Home Service, Birmingham
Supported Team Manager in delivering operational excellence through 25 Engineers,
coaching them on-site at customers’ homes to ensure they were developed to perform at the
highest possible standard within their roles.
Previous Roles
Feb ’02 – Mar ’04 Engineer: Sky In-Home Service, Birmingham
March ‘01 – Nov 01 Firefighter: West Midlands Fire Service
Jan ’98 – Feb ’01 Engineer: Sky In-Home Service, Birmingham
July ’89 – Jan ’98 Mobile and Car Phone Sales: Comcell Communications,
Birmingham
Education
8 GCSEs including Maths and English – Waseley Hills High School, Birmingham