Service Delivery Manager

The Service Delivery Manager is responsible for the end-to-end delivery of services to assigned customers. The role involves managing service performance against contractual commitments, ensuring service levels are consistently achieved. The SDM will work closely with key internal stakeholders to deliver service excellence while developing and maintaining strong customer relationships.

Key Responsibilities:

• Act as the primary point of contact for customers.
• Drive ongoing service improvement initiatives with a strong focus on delivering service excellence.
• Ensure service levels are delivered in line with contractual commitments.
• Work closely with delivery teams to build and maintain strong working relationships.
• Engage regularly with customers and key stakeholders across the wider customer organisation to strengthen relationships between Telefónica Tech and its clients.
• Enhance customer loyalty and satisfaction through regular engagement, a strong understanding of customer business drivers and requirements, and effective relationship management.
• Identify, assess, and manage risks relating to customer services.
• Maintain an understanding of the P&L for each assigned customer to ensure appropriate cost coverage for all Telefónica Tech services delivered.
• Identify opportunities to expand services and work closely with Sales and Account Management teams to increase the Telefónica Tech service footprint.
• Ensure Managed Services are delivered in accordance with ITIL service management principles and methodologies.
• Identify process gaps and work with relevant stakeholders to review and improve processes where required.
• Take an active role in Change Management activities for assigned customers, providing input to the Change Management Board, representing customer interests, and ensuring change processes are followed and communicated effectively.
• Maintain a thorough understanding of the full range of Telefónica Tech service offerings, including associated processes and technical capabilities.

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, 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