Service Delivery Manager

Telefónica Tech; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology solutions provider is seeking a Service Delivery Manager to oversee end-to-end service for clients in the UK. The role involves building strong customer relationships and managing service performance to ensure excellence. Candidates should have proven experience in service delivery and the ability to drive customer satisfaction through effective communication and problem-solving. Knowledge of ITIL methodology and emotional intelligence are key competencies. This position is pivotal for customer loyalty and service improvement.

Qualifications

• Experience delivering end-to-end service delivery.
• Proven experience as a Service Delivery Manager managing large customers.
• Ability to hold customers accountable while delivering service excellence.
• Proven ability to manage unhappy customers and turn situations around.
• Capability to set customer expectations.

Responsibilities

• Serve as the primary point of contact for customers.
• Drive constant service improvement and ensure service levels are achieved.
• Work closely with delivery teams to build relationships.
• Engage regularly with customers to enhance working relationships.
• Identify process gaps and refine them.

Skills

End-to-end service delivery

Customer relationship management

Innovation and continual improvement

Emotional intelligence

Job description

Job Overview

The Service Delivery manager will be responsible for the end-to-end service delivered to their clients, managing performance of services provided as per contractual obligation ensuring service levels are achieved. The SDM will work closely with internal key stakeholders in delivering service excellence and building strong relationships with customers.

Responsibilities

• Serving as the primary point of contact for customers.
• Ability to drive constant service improvement and focus on delivering service excellence.
• Ensuring service levels comply with contractual deliverables.
• Working closely with delivery teams and building strong relationships.
• Regular engagement with customers ensuring depth and reach within the wider customer organisation to improve working relationship with Telefónica Tech and our clients.
• Increase customer loyalty and satisfaction with high customer touch, extensive knowledge of customer's business drivers and requirements, and strong working relationships within the customer organisation.
• Risk management.
• Understand the P&L for each assigned customer to ensure there is cost coverage for all Telefónica Tech services provided.
• Ability to identify further service opportunities and work closely with sales and account management functions to grow the Telefónica Tech services footprint.
• Ensure adherence to ITIL service management methodology in the delivery of Managed Services to assigned customers.
• Identify where process gaps exist and work with business stakeholders to review and refine them.
• Take an active role in Change Management for assigned customers, providing input to the Change Management Board, to represent your customers’ best interest and ensure process is communicated and followed.
• Have a complete understanding of the Telefónica Tech wide range of service offerings, including associated processes and technical capabilities.

Qualifications

• Experience delivering end to end service delivery.
• Has proven SDM experience and evidence of managing large customers.
• Can demonstrate Innovation and continual improvement of their accounts.
• Can demonstrate the ability to hold customers to account as well as deliver service excellence.
• Can demonstrate managing customers who were unhappy with service and turning this around.
• Ability to set customer expectation.
• Can demonstrate how they grow accounts and sell additional services to customers.
• Emotional intelligence - can adapt communication styles to different personalities and situations.
• The role will require security clearance.

Company Overview

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, Digital Workplace and Cyber Security & Networking. Values: Open, Bold, Trusted Trusted Partners. 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.

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