Service Management Specialist

The Service Management Specialist is responsible for the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.

This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals, but also with the drive and initiative to work with autonomy.

Key Responsibilities:

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary

• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.

• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks

• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes

• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes • Ensure that KPIs are reported, and their targets met

• Coordination with suppliers, contractors, 3rd parties, etc.

• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions

• Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented

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