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Service Delivery Manager

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Telef f3nica Tech

OverviewThe Service Delivery Manager will be responsible for the end-to-end service delivered to their clients, managing performance of services provided as per contractual obligation ensuring service levels are achieved. The SDM will work closely with internal key stakeholders in delivering service excellence and building strong relationships with customers.

Key responsibilities

Serving as the primary point of contact for customers.

Ability to drive constant service improvement and focus on delivering service excellence.

Ensuring service levels comply with contractual deliverables.

Working closely with delivery teams and building strong relationships.

Regular engagement with customers ensuring depth and reach within the wider customer organisation to improve working relationship with Telef f3nica Tech and our clients.

Increase customer loyalty and satisfaction with high customer touch, extensive knowledge of customers business drivers and requirements, and strong working relationships within the customer organisation.

Risk management.

Understand the PandL for each assigned customer to ensure there is cost coverage for all Telef f3nica Tech services provided.

Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telef f3nica Tech services footprint.

Ensure adherence to ITIL service management methodology in the delivery of Managed Services to assigned customers.

Identify where process gaps exist and work with business stakeholders to review and refine them.

Take an active role in Change Management for assigned customers, providing input to the Change Management Board, to represent your customers best interest and ensure process is communicated and followed.

Have a complete understanding of the Telef f3nica Tech wide range of service offerings, including associated processes and technical capabilities.

Qualifications

Experience delivering end to end service delivery.

Has extensive proven SDM experience and evidence of managing large customers who have multiple complex services.

Can demonstrate Innovation and continual improvement of their accounts.

Can demonstrate the ability to hold customers to account as well as deliver service excellence.

Can demonstrate managing customers who were unhappy with service and turning this around.

Ability to set customer expectation.

Can demonstrate how they grow accounts and sell additional services to customers.

Emotional intelligence - can adapt communication styles to different personalities and situations.

The role will require security clearance.

Additional informationThis role will work on a hybrid model and may require travel to customer sites around the UK.

We don believe hiring is a tick box exercise, so if you feel that you dont match the job description 100%, but would still be a great fit for role, please get in touch.

Company descriptionTelef f3nica Tech

(part of the Telef f3nica 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 Telef f3nica Tech UKandI hub has an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data and AI, Enterprise Applications, Digital Workplace and Cyber Security and Networking.

Values: Open, Bold, Trusted

Trusted partners

Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack and Inner Circle Partner

HPE: Platinum Partnerash FY23 UKandI Solution Provider of the Year

Palo Alto and Crowdstrike: part of our NextDefense Cyber Security Portfolio

Fortinet: Elite VIP Program 099 in the UK

AWS: Advanced Solution and Managed Service Provider Program

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