Service Delivery Lead - ITIL & Cloud Solutions

Webhosting; Greater London; On-site; GBP 32,000 - 48,000; Full time

Job summary

Telefónica Tech is seeking a Service Delivery Associate to manage the operational relationship with assigned customers in the UK, within the Service Delivery Office. You will support Tier 2 activities, develop customer understandings, and contribute to service reviews and reporting.

You will create, own and update customer documentation, drive improvements, and support the SDMs with reporting, onboarding, and continuous service enhancement across ITIL-aligned processes.

Qualifications

• Experience in IT Service Management policies and ITIL.
• Strong stakeholder management and communication skills.
• Ability to create clear, concise reports and presentations.

Responsibilities

• Own operational relationship for assigned customers and provide Tier 2 support.
• Lead service reviews, record minutes, track actions and resolve issues.
• Create and maintain Service Management Reports for stakeholders.
• Coordinate with Finance for invoicing queries and financial clarity.
• Promote standard documentation and support service improvements.

Skills

ITIL knowledge

Stakeholder management

Communication

Reporting

Tools

Excel

PowerPoint

Job description

Telefónica Tech is seeking a Service Delivery Associate to manage the operational relationship with assigned customers in the UK, within the Service Delivery Office. You will support Tier 2 activities, develop customer understandings, and contribute to service reviews and reporting.

You will create, own and update customer documentation, drive improvements, and support the SDMs with reporting, onboarding, and continuous service enhancement across ITIL-aligned processes.