Service Delivery Manager
- London
- Permanent
- Full-time
- 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
- 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 Telefónica Tech and our clients.
- Increase customer loyalty and satisfaction with high customer touch, extensive knowledge of customer's business drivers and requirements, and strong working relationships within the customer organisation.
- Risk management.
- Understand the P&L for each assigned customer to ensure there is cost coverage for all Telefónica Tech services provided.
- Ability to 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, to represent your customers best interest and ensure process is communicated and followed.
- Have a complete understanding of the Telefónica Tech wide range of service offerings, including associated processes and technical capabilities.
- 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.