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.
Key Responsibilities
* Act as the primary point of contact for customers.
* Drive constant service improvement and focus on delivering service excellence.
* Ensure service levels comply with contractual deliverables.
* Work closely with delivery teams and build strong relationships.
* Engage regularly with customers to deepen relationships within the broader organization.
* Increase customer loyalty and satisfaction with high touch, extensive knowledge of customer business drivers, and strong relationships within the organization.
* Manage risk.
* Understand the P&L for each assigned customer to ensure cost coverage for all Telefónica Tech services.
* Identify further service opportunities and collaborate with sales and account management to grow the services footprint.
* Ensure adherence to ITIL service management methodology in the delivery of Managed Services.
* Identify process gaps and work with business stakeholders to review and refine them.
* Take an active role in Change Management, providing input to the Change Management Board, representing customers’ best interests and ensuring processes are communicated and followed.
* Have a complete understanding of Telefónica Tech’s wide range of service offerings, associated processes, and technical capabilities.
Qualifications
* Experience delivering end‑to‑end service delivery.
* Proven SDM experience and evidence of managing large customers.
* Demonstrated innovation and continual improvement of accounts.
* Ability to hold customers accountable while delivering service excellence.
* Proven track record of turning around unhappy customers.
* Ability to set customer expectations.
* Experience growing accounts and selling additional services.
* Strong emotional intelligence – can adapt communication styles to different personalities and situations.
* Role requires 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 welcome applicants from all backgrounds and identities irrespective of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. We are committed to equity, accessible hiring practices, and creating an inclusive culture through initiatives such as TogetHer (Women's network) and Employee Resource Groups (Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE, and Sustainability).
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
Management
Industries
IT Services and IT Consulting
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