Service Delivery Manager

Summary

Join Telefónica Tech UK&I as a Service Delivery Manager and be responsible for the end-to-end service delivery to clients, managing service performance according to contractual obligations and ensuring service level achievement. You will work closely with internal stakeholders and build strong customer relationships. Key responsibilities include serving as the primary customer contact, driving service improvement, ensuring service level compliance, and collaborating with delivery teams. The role requires extensive experience in service delivery management, managing large, complex customer accounts, and demonstrating innovation and continual improvement. While remote work is possible, the role requires UK-based candidates willing to travel to customer sites. Security clearance is required.

Requirements

• Experience delivering end to end service delivery
• 8+ years of proven SDM experience and evidence of managing large customers who have multiple complex services
• Demonstrate Innovation and continual improvement of their accounts
• Demonstrate the ability to hold customers to account as well as deliver service excellence
• Demonstrate managing customers who were unhappy with service and turning this around
• Ability to set customer expectation
• 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

Responsibilities

• Serve as the primary point of contact for customers
• Drive constant service improvement and focus on delivering service excellence
• Ensure service levels comply with contractual deliverables
• Work closely with delivery teams and build strong relationships
• Regularly engage with customers to improve working relationships with Telefónica Tech and our clients
• Increase customer loyalty and satisfaction
• Manage risk
• Understand the P&L for each assigned customer to ensure cost coverage for all Telefónica Tech services provided
• Identify further service opportunities and work closely with sales and account management functions to grow the Telefónica 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
• Have a complete understanding of the Telefónica Tech wide range of service offerings, including associated processes and technical capabilities

Preferred Qualifications

Candidates must be based in the UK and be willing to travel to customer sites throughout England as and when required

Benefits

Remote work