Service Delivery Associate
4 weeks ago
The Service Delivery Associate plays a crucial role within the Service Delivery Office (SDO) at Telefonica Tech. This position is responsible for owning the operational relationship for assigned customers, providing support for Tier 2 customers, and developing an understanding of their business needs and requirements.
The SDO is part of the wider Service Delivery Management team, which forms the main customer relationship arm of Service Delivery within Telefonica Tech. The Service Delivery Associate will create, own, and update documentation for their assigned customers, engage in regular service reviews, drive improvements, and report on performance.
Key Responsibilities:
- Develop a full understanding of the Telefonica Tech Service Catalogue and full-service capabilities
- Increase customer loyalty and satisfaction by developing strong working relationships with customers
- Lead customer service reviews, record minutes, track actions, and resolve issues from the service reviews
- Identify improvement opportunities and process gaps, and work with relevant support groups and customers to make changes and realise benefits
- Ensure SLA breaches are highlighted and investigated, and that all actions to prevent them reoccurring are performed
- Continual engagement with the Service on-boarding function (Service Design, Pre-Sales, Service Transition) and the Service Operations teams to keep up to date with their requirements, processes, procedures, and systems
- Responsible for creating Service Management Reports
- Attend Service Delivery team meetings and calls
- Work closely with the Finance teams to assist with invoicing queries
- Accountable for excellent customer service to assigned customers
- Communicate, report, and gather feedback on service
- Capture, measure, and apply trend analysis to customer data
- Support the SDMs as required
Skills & Experience:
- Strong relationship management skills
- Strong organisational skills and ability to plan effectively
- Effective management of stakeholder relationships at all levels, including executive stakeholders
- Experience at developing and implementing IT Service Management policies and procedures
- Excellent understanding of ITIL
- Successfully implemented in-depth service improvement plans and managed customer expectations throughout
- Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards common solutions
- Excellent communication, negotiation, and presentation skills
- Excellent skills in creating reports using Excel and PowerPoint
- Knowledge of Data Centre / Managed Service provider services
- Knowledge of Public Cloud service offerings (Azure, AWS) desirable
Personal Attributes:
- Highly enthusiastic, approachable, and motivated
- Ability to communicate effectively at all levels
- Ability to prioritise workload effectively and to work under pressure
- Flexible, strong work ethic, willing to go the extra mile to get the job done
- Passionate and professional with a 'can-do' attitude at all times
- Excellent attention to detail
- Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity
- Ability to work in a rapidly expanding and fast-changing environment
- Team player
Qualifications:
- Desirable: Educated to Degree level
- ITIL Foundation
Additional Information:
- This is a hybrid role with some homeworking but a requirement to travel to our offices in St Ives, Cambridge, London, and occasional visits to customer sites.
- Requirement to obtain security clearance.
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