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. At Telefónica Tech, we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany. At
Telefónica Tech UK&I , we offer an end-to-end portfolio of services, integrating cutting-edge technology solutions in
Cloud, Data & AI, Enterprise Applications, Workplace Services , and
Cyber Security & Networking . Our goal is to empower organizations at every stage of their digital journey, solving complex business challenges with our comprehensive suite of technology solutions. 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 Telefónica 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 Telefónica Tech services provided. Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telefónica 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 Telefónica Tech wide range of service offerings, including associated processes and technical capabilities. Qualifications: Experience delivering end-to-end service delivery. Has 8+ years of 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: Although this role can be worked remotely, candidates must be based in the UK and be willing to travel to customer sites throughout England as and when 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 the role, please get in touch. Seniority level
Mid-Senior level Employment type
Full-time Job function
Project Management and Information Technology Industries
Telecommunications
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is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. At Telefónica Tech, we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany. At
Telefónica Tech UK&I , we offer an end-to-end portfolio of services, integrating cutting-edge technology solutions in
Cloud, Data & AI, Enterprise Applications, Workplace Services , and
Cyber Security & Networking . Our goal is to empower organizations at every stage of their digital journey, solving complex business challenges with our comprehensive suite of technology solutions. 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 Telefónica 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 Telefónica Tech services provided. Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telefónica 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 Telefónica Tech wide range of service offerings, including associated processes and technical capabilities. Qualifications: Experience delivering end-to-end service delivery. Has 8+ years of 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: Although this role can be worked remotely, candidates must be based in the UK and be willing to travel to customer sites throughout England as and when 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 the role, please get in touch. Seniority level
Mid-Senior level Employment type
Full-time Job function
Project Management and Information Technology Industries
Telecommunications
#J-18808-Ljbffr
Industry:
IT Services and IT Consulting
Specialties:
Cloud, Modern Workplace, Cyber Security, Data & AI, and Enterprise Applications
Employees:
1,001-5,000
Annual Revenue:
$960.6M
Founded:
1990
Address:
39 Tabernacle Street, London, England, GB, EC2A 4AA
Telefónica 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 community.
