Service Delivery Professional

2 weeks ago


Huntingdon, Cambridgeshire, United Kingdom Telefonica Tech Full time
Job Title: Service Delivery Manager

As a Service Delivery Manager at Telefónica Tech, you will be responsible for overseeing the end-to-end service delivery to our clients, ensuring that service levels are achieved and performance is managed according to contractual obligations.

Key Responsibilities:
  • Client Liaison: Serve as the primary point of contact for customers, fostering strong relationships and ensuring their needs are met.
  • Service Improvement: Drive continuous service improvement, focusing on delivering service excellence and meeting contractual deliverables.
  • Service Level Management: Ensure service levels comply with contractual requirements, working closely with internal stakeholders to achieve this goal.
  • Relationship Building: Develop strong relationships with customers, delivery teams, and internal stakeholders, ensuring effective communication and collaboration.
  • Customer Engagement: Regularly engage with customers to understand their business drivers and requirements, ensuring we meet their needs and expectations.
  • Risk Management: Identify and mitigate risks, ensuring the delivery of services to our clients is secured and compliant with contractual obligations.
  • Financial Management: Understand the P&L for each assigned customer, ensuring cost coverage for all services provided.
  • Service Growth: Identify opportunities to grow Telefónica Tech's services footprint, working closely with sales and account management functions.
  • ITIL Compliance: Ensure adherence to the ITIL service management methodology in the delivery of Managed Services to assigned customers.
  • Process Improvement: Identify process gaps and work with stakeholders to review and refine them, ensuring efficient and effective service delivery.
  • Change Management: Take an active role in Change Management, representing the customers' best interests and ensuring that processes are communicated and followed.

Requirements:

  • Experience: Proven experience working as a Service Delivery Manager for 5+ years.
  • Environment: Experience working in fast-paced environments.
  • Relationship Building: Excellent relationship building abilities with internal and external stakeholders.
  • SLA Knowledge: Solid understanding and experience of SLA's.
  • Communication: Excellent communication skills.
  • Technical Understanding: Technical understanding of services and processes.

Additional Information:

The role requires security clearance and can be worked on a hybrid setup, but the candidate must be commutable to St Ives/Huntingdon due to customer needs.



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