Company Profile

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, Digital Workplace and Cyber Security & Networking. Values: Open, Bold, Trusted.

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 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

• 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.
• Engage regularly with customers to improve working relationships within the wider customer organisation.
• Increase customer loyalty and satisfaction through high touch, extensive knowledge of customer’s business drivers and requirements, and strong working relationships.
• 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.
• Adhere to ITIL service management methodology in the delivery of Managed Services to assigned customers.
• Identify process gaps 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, representing customers’ best interests and ensuring process is communicated and followed.
• Have a complete understanding of the Telefónica Tech wide range of service offerings, including associated processes and technical capabilities.

Qualifications

• Experience delivering end‑to‑end service delivery.
• Proven SDM experience and evidence of managing large customers.
• Demonstrated innovation and continual improvement of accounts.
• Ability to hold customers to account and deliver service excellence.
• Track record of turning around unhappy customers.
• Ability to set and manage customer expectations.
• Experience growing accounts and selling additional services to customers.
• Strong emotional intelligence – adapt communication styles to different personalities and situations.
• The role requires security clearance.

Additional Information

This role will work on a hybrid model and may require travel to customer sites around the UK. SC Clearance will be required.

Equality, Diversity & Inclusion

Be yourself with us, and feel that you belong. 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.