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, Enterprise Applications, Digital Workplace and Cyber Security & Networking. Values: Open, Bold, Trusted.
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 ensuring depth and reach within the wider customer organisation to improve working relationship with Telefónica Tech.
* Increasing 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.
* Managing risk.
* 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 where process gaps exist 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, representing customers’ best interest and ensuring 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
* 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 to account while delivering service excellence.
* Experience turning around unhappy customers.
* Ability to set customer expectations.
* Demonstrated success in growing accounts and selling additional services.
* Emotional intelligence – adaptable communication styles for different personalities and situations.
* Security clearance required.
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.
EEO Statement
At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger. Be yourself with us, and feel that you belong. We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), 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.
Job Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Project Management and Information Technology, Telecommunications
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