* Department: Service Delivery - Service Delivery Management
* Employment Hours: Full time
Company Description
Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.
We serve more than 5.5 million customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.
The Telefónica Tech UK&I hub has an end-to-end portfolio of market-leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services, and Cyber Security & Networking.
Values: Open, Trusted, and Bold
* HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
* Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
* Fortinet: Elite VIP Program – one of only 2 in the UK
* AWS: Advanced Solution & Managed Service Provider Program
Job Description
The Service Delivery Manager will be responsible for the end-to-end service delivered to their clients, managing the performance of services provided as per contractual obligations ensuring service levels are achieved. The SDM will work closely with internal key stakeholders in delivering service excellence and building strong relationships with customers.
Key Responsibilities:
* Serving as the primary point of contact for customers.
* Driving constant service improvement and focusing on delivering service excellence.
* Ensuring service levels comply with contractual deliverables.
* Working closely with delivery teams and building strong relationships.
* Engaging regularly with customers to improve working relationships with Telefónica Tech and our clients.
* Increasing customer loyalty and satisfaction with a high customer touch, extensive knowledge of customer’s business drivers and requirements, and strong working relationships within the customer organization.
* Understanding the P&L for each assigned customer to ensure cost coverage for all Telefónica Tech services provided.
* Identifying further service opportunities and working closely with sales and account management functions to grow the Telefónica Tech services footprint.
* Ensuring adherence to ITIL service management methodology in the delivery of Managed Services to assigned customers.
* Identifying process gaps and working with business stakeholders to review and refine them.
* Taking an active role in Change Management for assigned customers, providing input to the Change Management Board to represent customer interests and ensure processes are communicated and followed.
* Having a complete understanding of the Telefónica Tech wide range of service offerings, including associated processes and technical capabilities.
Qualifications
* Extensive proven experience working as a Service Delivery Manager.
* Previous experience working with Enterprise MSP.
* Experience working in fast-paced environments.
* Excellent relationship-building abilities with internal and external stakeholders.
* Solid understanding and experience of SLAs.
Additional Information
The role will require security clearance.
This role can be worked in a hybrid setup but will require someone commutable to St Ives / Huntingdon due to customer needs.
We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for the role, please get in touch.
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