Service Management Specialist

Join to apply for the Service Management Specialist role at Telefónica Tech. Company Description Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled 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. Values: Open, Trusted and Bold Trusted Partners: Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio Fortinet: Elite VIP Program – one of only 2 in the UK AWS: Advanced Solution & Managed Service Provider Program Key Responsibilities Responsible for the deployment of the processes and evaluate performance metrics against the defined critical success factors to institute actions to correct shortcomings or further streamline the process. Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers and customers comply with process and data standards. Coordinate and collaborate on process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks. Interface with other processes and/or business functions to ensure they can leverage the benefits provided by the ITIL processes. Manage and leverage existing toolset functionality to support the effective and efficient delivery of the processes. Ensure that KPIs are reported and their targets met. Coordinate with suppliers, contractors, 3rd parties, etc. Identify opportunities and submit proposals for improvement with respect to tools, staff, training, process, procedures and work instructions. Note that this job description is subject to ongoing review as new demands and best working practices are considered, agreed and implemented. Skills & Experience Operational ownership of at least one of the following processes: Configuration and Asset Management, Software Asset Management, Incident Management, Request Management, Knowledge Management, Problem Management, Change and Release Management. ITIL operational experience and a strong knowledge of ITIL v3 and ISO 20000. A track record of operating and managing within an IT Service Management environment. Good level of technical understanding. Track record for delivering demand reduction and shift‑left mentality. Successful track record of achieving performance and delivery targets. Experience (desirable) Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing. ITIL Intermediate / Practitioner certified. Salary: £50,000.00-£60,000.00 Location Belfast, Northern Ireland, United Kingdom. Inclusion & Diversity At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger. We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. We are also committed to equity, accessible hiring practices and creating an inclusive culture through many means including TogetHer (Women’s network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability. We don’t believe hiring is a tick‑box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for the role, please get in touch. Seniority level Associate Employment type Full‑time Job function Management and Manufacturing Industry Telecommunications #J-18808-Ljbffr