Service Delivery Manager

Company Description 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 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 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. Qualifications Must have proven experience working as a Service Delivery Manager for 5+ years Experience working in fast-paced environments Excellent relationship building abilities with internal and external stakeholders. Solid understanding and experience of SLA's Excellent communication skills Technical understanding   Additional Information The role will require security clearance. This role can be worked on a hybrid set up but will require someone commutable to St Ives / Huntingdon due to customer needs. 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