Manager Customer Transformation

Telefónica, S.A.; Madrid; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Change Manager for their Customer Operational Center. This role is pivotal in managing the Change Management Process, ensuring seamless changes to the customer production environment. You will coordinate with various teams, implement technical solutions, and monitor compliance with SLAs. The ideal candidate will possess strong telecommunications knowledge, proficiency in data analysis tools, and excellent interpersonal skills. Join a dynamic team where your expertise will drive service improvement and customer satisfaction in a fast-paced environment.

Formación

• Strong understanding of telecommunications concepts and network operations.
• Proficiency in data analysis and reporting tools.

Responsabilidades

• Oversee change management processes and ensure adherence to procedures.
• Produce technical reports to monitor workload and SLA compliance.

Conocimientos

VPN-MPLS

SDWAN

Data Analysis

Interpersonal Networking

ITIL

Bilingual (English and Spanish)

Herramientas

Microsoft Excel

SQL Databases

Microsoft Access

Microsoft PowerPoint

Descripción del empleo

CHANGE MANAGER CUSTOMER OPERATIONAL CENTER

The Change Management Area is responsible for managing the Change Management Process, serving as a single point of contact for changes to the customer production environment. It oversees all change functions within various Telefonica supporting groups, providers, and the requesting customer.

Key responsibilities include:

1. Understanding and validating technical solutions within the scope of VPN-MPLS, Internet, SDWAN, Ethernet, WAN2CLOUD, LAN, and WirelessLAN, providing technical support to the change management team for these services.
2. Implementing changes and configurations based on customer requests.
3. Representing the Change Management team at CAB and CAB/EC meetings when necessary.
4. Coordinating with all relevant parties to perform change testing and implementation according to schedules.
5. Updating the Change log with progress, including actions to resolve problems or improve service quality.
6. Monitoring network changes through the Change Management Process.
7. Managing and tracking SLA compliance against commitments with Telefonica customers.
8. Ensuring strict adherence to change management procedures, focusing on the technical aspects.
9. Implementing, supervising, and coordinating changes and releases to the production environment, notifying customers upon implementation, and confirming that changes meet customer expectations.
10. Producing weekly and monthly technical reports to monitor workload and SLA compliance, identifying deviations, and proposing service improvement plans.
11. Possessing knowledge of telecommunications concepts, including VPN MPLS, LAN, SDWAN, WAN, and wireless networks across various technologies (Cisco, Meraki, Aruba, Viptela, etc.).
12. Proficiency in Data Analysis tools such as Microsoft Excel, Access, PowerPoint, and SQL databases.
13. Knowledge of telecommunications infrastructure, equipment, networks (Cisco, Juniper), hosting, managed services, and the OSI Model.
14. Familiarity with IT Service Management methodologies, including ITIL.
15. Skills in data analysis and reporting, interpersonal networking.
16. Bilingual in English and Spanish; Portuguese is a plus.

Additionally, a good understanding of Network Operations and Customer Service environments, including SLAs and contractual obligations, is essential.