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 5.5m 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
Trusted Partners:
* Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
* 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 performance of services provided as per contractual obligation 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.
* Regular engagement with customers to improve working relationships.
* Increasing customer loyalty and satisfaction through high customer touch and extensive knowledge of customer’s business drivers.
* Risk management.
* Understanding the P&L for each assigned customer to ensure cost coverage for all services provided.
* Identifying further service opportunities and collaborating with sales and account management to grow the services footprint.
* Ensuring adherence to ITIL service management methodology in the delivery of Managed Services.
* Identifying process gaps and working with stakeholders to review and refine them.
* Taking an active role in Change Management, providing input to the Change Management Board.
* Having a complete understanding of the wide range of service offerings, including associated processes and technical capabilities.
Qualifications:
* Proven experience working as a Service Delivery Manager for 5+ years.
* Experience working in fast-paced environments.
* Excellent relationship-building abilities with internal and external stakeholders.
* Solid understanding and experience of SLAs.
* Excellent communication skills.
* Technical understanding.
Additional Information
The role will require security clearance.
This role can be worked on 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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