Service Delivery Manager

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 (Adatis), Enterprise Applications (Incremental), 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

Job Description

The Role:

The Service Delivery Manager will be responsible for managing the performance of services provided to clients as per agreed contract and ensures that service levels are achieved. The person will also work closely with Account Managers co-ordinating the delivery of services into key enterprise customers.

Key Responsibilities:

* Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.
* Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner.
* Ensure that Service Levels comply with contractual deliverables on a day-to-day basis.
* Agreeing contractor assignment milestones and performance checkpoints.
* Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.
* Facilitating a prompt response to requirements in line with customer expectations.
* Work closely with Account Managers in Managed Service contracts attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.
* Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support.
* Assistance with the planning and design of new solutions
* Help to build relationships with both internal stakeholders and partner organisations.
* Attend meetings as required to discuss service management.
* Contribute to the overall development of the company’s internal systems and customer base.

In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility to the post.

Qualifications

Essential Criteria

* Service delivery experience.
* Staff management experience
* High Level awareness of Infrastructure technologies and their capabilities within an Enterprise environment.
* Articulate and a clear communicator
* Be a customer advocate
* Have the ability to converse technical terms and definitions to non-technical personnel
* Attention to detail

Desirable Criteria

* ITILv3 foundation
* Prince2 Person Specification
* Good at report writing
* Enthusiastic and committed
* Interested in Continual Service Improvement
* Assertive without being aggressive
* Good team player
* Good at multitasking

Additional Information

What We Offer

* Competitive salary and benefits.
* Private Healthcare Plan & Cash Benefit Plan
* Hybrid working
* Volunteer Days
* 25 Days holidays (plus bank holidays)
* Option to buy additional Annual Leave
* Cycle to work Scheme

Note: All applicants must possess the legal right to work in the ROI.

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 role, please get in touch.