The Service Delivery Manager (SDM) will be responsible for end-to-end service delivery to clients, managing performance to meet contractual obligations, and ensuring service levels are achieved. The SDM will collaborate closely with internal stakeholders to deliver service excellence and build strong customer relationships.
Key responsibilities include:
1. Serving as the primary point of contact for customers.
2. Driving continuous service improvement and focusing on service excellence.
3. Ensuring compliance with service level agreements (SLAs).
4. Collaborating with delivery teams to maintain strong relationships.
5. Engaging regularly with customers to strengthen relationships and improve satisfaction.
6. Increasing customer loyalty through high-touch service and understanding of their business drivers.
7. Managing risks associated with service delivery.
8. Understanding the P&L for each customer to ensure cost coverage.
9. Identifying additional service opportunities and collaborating with sales to expand service footprint.
10. Adhering to ITIL service management practices.
11. Identifying and addressing process gaps.
12. Participating in Change Management processes to represent customer interests.
13. Having comprehensive knowledge of Telefónica Tech's service offerings and technical capabilities.
Qualifications and experience required:
1. Proven experience in end-to-end service delivery.
2. Experience managing large, complex customer accounts.
3. Ability to innovate and improve account performance continually.
4. Experience turning around dissatisfied customers.
5. Ability to set and manage customer expectations.
6. Proven success in account growth and upselling.
7. Strong emotional intelligence and communication skills.
8. The role requires security clearance.
Telefónica Tech is a leading NextGen technology solutions provider with a diverse team of over 6,000 employees across more than 60 nationalities. We serve over 5.5 million customers daily in over 175 countries, with key hubs in Spain, Brazil, the UK, and Germany. Our services include Cloud, Data & AI, Enterprise Applications, Digital Workplace, and Cybersecurity & Networking. We are proud partners with Microsoft, HPE, Palo Alto, Crowdstrike, Fortinet, and AWS, among others.
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