Skills

Communication Emotional Intelligence Risk Management Change Management Sales Networking Azure AWS

Job Specifications

Telefonica Tech (part of the Telefonica 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 Telefonica 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, Enterprise Applications, Digital Workplace and Cyber Security & Networking.

Values: Open, Bold, Trusted

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.
Ability to drive constant service improvement and focus on delivering service excellence.
Ensuring service levels comply with contractual deliverables.
Working closely with delivery teams and building strong relationships.
Regular engagement with customers ensuring depth and reach within the wider customer organisation to improve working relationship with Telefonica Tech and our clients.
Increase customer loyalty and satisfaction with high customer touch, extensive knowledge of customer's business drivers and requirements, and strong working relationships within the customer organisation.
Risk management.
Understand the P&L for each assigned customer to ensure there is cost coverage for all Telefonica Tech services provided.
Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telefonica Tech services footprint.
Ensure adherence to ITIL service management methodology in the delivery of Managed Services to assigned customers.
Identify where process gaps exist and work with business stakeholders to review and refine them.
Take an active role in Change Management for assigned customers, providing input to the Change Management Board, to represent your customers best interest and ensure process is communicated and followed.
Have a complete understanding of the Telefonica Tech wide range of service offerings, including associated processes and technical capabilities.

Qualifications

Experience delivering end to end service delivery.
Has extensive proven SDM experience and evidence of managing large customers who have multiple complex services.
Can demonstrate Innovation and continual improvement of their accounts.
Can demonstrate the ability to hold customers to account as well as deliver service excellence.
Can demonstrate managing customers who were unhappy with service and turning this around.
Ability to set customer expectation.
Can demonstrate how they grow accounts and sell additional services to customers.
Emotional intelligence - can adapt communication styles to different personalities and situations.
The role will require security clearance.

Additional Information

This role will work on a hybrid model and may require travel to customer sites around the UK.

SC Clearance will be required.

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 role, please get in touch.

About the Company

Telefonica Tech is a specialist provider of integrated technology solutions, with an end-to-end portfolio including Cyber Security, Cloud, Data & AI, Business Applications and Modern Workplace solutions. We're not just a technology company. We're an extension of your business. We drive secure digital enablement and help solve our customers' most complex business challenges, accompanying them on their digital transformation journey as a trusted partner. We work together to create positive impact for businesses and the wider ... Know more