Service Delivery Associate
4 weeks ago
At Telefonica Tech, we are seeking a highly motivated and organized Service Delivery Associate to join our Service Delivery Office (SDO). As a key member of our team, you will be responsible for developing and maintaining strong relationships with our Tier 2 customers, providing exceptional support and ensuring their needs are met.
Key Responsibilities:- Develop and maintain a deep understanding of our customers' business needs and requirements.
- Collaborate with the Service Design, Pre-Sales, and Service Transition teams to ensure seamless onboarding and transition of services.
- Lead customer service reviews, record minutes, track actions, and resolve issues in a timely manner.
- Identify improvement opportunities and process gaps, and work with relevant support groups and customers to implement changes and realize benefits.
- Ensure SLA breaches are highlighted and investigated, and all actions to prevent reoccurrence are taken.
- Responsible for creating Service Management Reports and attending Service Delivery team meetings and calls.
- Work closely with the Finance teams to assist with invoicing queries and ensure excellent customer service to assigned customers.
- Capture, measure, and apply trend analysis to customer data to drive business decisions.
- Strong relationship management skills and ability to communicate effectively at all levels.
- Excellent organizational skills, with the ability to plan and prioritize effectively.
- Experience in developing and implementing IT Service Management policies and procedures.
- Excellent understanding of ITIL and ability to influence key stakeholders to drive towards common solutions.
- Excellent communication, negotiation, and presentation skills, with the ability to create reports using Excel and PowerPoint.
- Knowledge of Data Centre / Managed Service provider services and Public Cloud service offerings (Azure, AWS) desirable.
- Highly enthusiastic, approachable, and motivated individual with a 'can-do' attitude.
- Ability to work in a rapidly expanding and fast-changing environment, with a strong work ethic and willingness to go the extra mile.
- Excellent attention to detail, with excellent interpersonal and communication skills.
- Team player with a flexible and adaptable approach to work.
- Educated to Degree level.
- ITIL Foundation certification desirable.
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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