Service Delivery Professional
2 weeks ago
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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