Service Delivery Associate

Telefónica Tech is a leading provider of innovative tech services for the B2B market with a worldwide presence and strategic hubs in Spain, Brazil, UK and Germany. The company helps leading brands and organisations across the UK and Ireland unlock the power of integrated technology for all businesses, bringing together in one place a unique combination of, the best people, with the best tech and the best platforms in a simplified manner, to make a real difference to every business, every day.

We have an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate tech adoption through its two core divisions of Tech Cyber security & Cloud and Tech Intelligence of Things. The company has a diverse, highly trained and globally located talent pool of over 2000 employees and serves more than 5.5m customers every day with a service reach in 175 countries. Its dynamic partner ecosystem includes over 300 cutting edge businesses, as well as strategic agreements with all market leaders. 

The Service Delivery Associate (SDA) works within the Service Delivery Office (SDO) and owns the operational relationship for their assigned customers providing support for our Tier 2 customers at Telefónica Tech.  They will work to develop an understanding of our customers business needs and requirements. 

The SDO is part of the wider Service Delivery Management team which in turn forms the main customer relationship arm of Service Delivery within Telefónica Tech.

The SDA will create, own and update documentation for their assigned customers and engage in a number of activities including holding regular service reviews, driving improvements and reporting on performance.  They will also support the Service Delivery Management team by assisting with reporting, promoting the use of standard documentation and generally supporting where required.

Key Responsibilities:

• A full understanding of the Telefónica Tech Service Catalogue and full-service capabilities
• Increase customer loyalty and satisfaction by developing strong working relationships with customers
• Lead customer service reviews as appropriate and record minutes, track actions and resolve issues from the service reviews
• Identify improvement opportunities and process gaps and work with the relevant support groups and customers to make changes and realise benefits
• Ensure SLA breaches are highlighted and investigated and that all actions to prevent them reoccurring are performed
• Continual engagement with the Service on-boarding function (Service Design, Pre- Sales, Service Transition) and the Service Operations teams to keep up to date with their requirements, processes, procedures and systems
• Responsible for creating Service Management Reports
• Attend Service Delivery team meetings and calls
• Work closely with the Finance teams to assist with invoicing queries
• Accountable for excellent customer service to assigned customers
• Communicate, report and gather feedback on service
• Capture, measure and apply trend analysis to customer data
• Support the SDMs as required

Skills & Experience:

• Strong relationship management skills
• Strong organisational skills and ability to plan effectively
• Effective management of stakeholder relationships at all levels, including executive stakeholders
• Experience at developing and implementing IT Service Management policies and procedures
• Excellent understanding of ITIL
• Successfully implemented in-depth service improvement plans and managed customer expectations throughout
• Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards common solutions
• Excellent communication, negotiation, and presentation skills
• Excellent skills in creating reports using Excel and PowerPoint
• Knowledge of Data Centre / Managed Service provider services
• Knowledge of Public Cloud service offerings (Azure, AWS) desirable

Personal Attributes:

• Highly enthusiastic, approachable and motivated
• Ability to communicate effectively at all levels
• Ability to prioritise workload effectively and to work under pressure
• Flexible, strong work ethic, willing to go the extra mile to get the job done
• Passionate and professional with a ‘can-do’ attitude at all times
• Excellent attention to detail
• Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity
• Ability to work in a rapidly expanding and fast changing environment
• Team player

Desirable:

• Educated to Degree level
• ITIL Foundation

Hybrid role with some homeworking but a requirement to travel to our offices and occasional visits to customer sites.

SC clearance will be required for the successful candidate. 

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
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 role, please get in touch.