Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 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, Workplace Services and Cyber Security & Networking.
Role
Client Delivery Lead at Telefónica Tech, Data & AI, manages and develops successful, long-term relationships with clients, ensuring they are engaged as trusted, strategic partners and that delivery of data solutions exceeds expectations and delivers value from their data assets.
An understanding of and enthusiasm for all things data is essential, particularly how it supports clients’ business strategy and objectives. The role involves leading conversations on data opportunities and identifying governance, data literacy and master data management needs where applicable.
This is a client-facing role requiring strong trust-building and communication skills. The Client Delivery Lead works with clients, project teams and account executives to understand client needs and expectations.
Initially, the Client Delivery Lead will engage with clients during sales conversations and continue to support them throughout their data journey across services and practices. The lead will be the first point of contact for client questions, requests, concerns or issues.
The role requires collaboration across multiple functional areas including sales, internal operations, support and product teams to ensure client success. In line with our people-first philosophy, the Client Delivery Lead also supports the welfare and development of service delivery teams.
What will I be doing?
* Working with the sales and delivery teams to understand the business and data challenges facing customers
* Partnering with clients to unpack challenges, identify underlying causes and plot a course to develop the data maturity of their organisations
* Liaising with clients to understand needs, expectations, and desired outcomes
* Identifying commercial opportunities within a client beyond in-flight engagements and helping to shape them
* Attending client meetings and presentations to support building strong client relationships, understand delivery needs and create implementation plans
* Overseeing the successful delivery of projects with the clients and Telefónica Tech Data & AI development team
* Developing and nurturing relationships with customers with regular communications around delivery and outcome evaluation
* Acting as an escalation point for issues and risks identified by the project manager and team
* Managing customer feedback and complaints, resolving issues and reporting on progress, escalating where appropriate
* Working with other delivery managers and project managers to ensure accountability towards delivery and to work across teams as needed
What experience/skills do I need?
* Experience of working on data analytics/data warehousing projects
* Experience in managing high levels of customer satisfaction in service delivery
* Experience/knowledge of project and programme delivery
* The ability to quickly understand a client’s business strategy and objectives
* Strong interpersonal skills and ability to network and build relationships with clients
* Successful history of managing key customer relationships with high satisfaction and advocacy levels and retaining customers
* Commercial awareness with good business acumen and financial awareness
* Background in software development, business analysis or project management
* Ability to communicate effectively with a wide range of stakeholders, up to senior manager or director level
* Understanding of wider Digital Transformation programmes that our customers' data initiatives may form part of
Additional information
We don’t believe hiring is a tick-box exercise, so if you feel you don’t match the job description 100% but would still be a great fit for the role, please get in touch.
Location: London, England, United Kingdom
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