Service Delivery Manager

Job description

Company Description 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 Job Description What will I be doing? This is a great opportunity for someone from an application support service background, who also enjoys getting involved in a broader range of client development projects. As a Service Delivery Manager (SDM) within our Data Platform Managed Services team, you will play a crucial role in ensuring client satisfaction, maintaining service excellence, and driving continuous improvements. Your responsibilities will include: Acting as a primary point of contact for clients, advocating for their needs within the business. Managing service delivery to ensure high-quality support and adherence to agreed SLAs and KPIs. Facilitating regular service review meetings with clients to discuss performance, improvements, and future opportunities. Collaborating with technical teams to identify service enhancements and proactively address potential challenges. Driving service improvements through structured problem management and root cause analysis. Ensuring seamless communication and alignment between internal teams and external stakeholders. Supporting onboarding processes for new clients and driving adoption of best practices. Monitoring and reporting on service performance, ensuring continuous alignment with business objectives. Addressing and resolving any client concerns, managing escalations effectively. There will be regular contact with clients, so applicants must be comfortable discussing technical concepts in clear and concise language. The ideal candidate will be in a similar role or have relative experience from a previous role, during which they would have gained experience in problem solving, managing client expectations and SLA’s. They must have good communication skills, the ability to work to tight time scales and under pressure. Tell me more... This is a customer facing position and you will be in daily contact with our customers. We operate a hybrid model but you can expect to be working mainly remote or choose from one of our conveniently located offices (Farnham and London) as well as occasionally working alongside our customers at their offices, so there will be some occasional travel. You will collaborate closely with teams based in the UK, Bulgaria, and India, working across different time zones to ensure seamless communication and effective service delivery. There will be a need to occasionally work outside of the normal office hours, but this can be remotely (from your home) and of course this time will be recognised and rewarded. Qualifications What experience/skills do I need? Key Skills: Client advocacy and relationship management IT Service Management (ITIL framework) Incident, problem, and change management Service reporting and performance analysis Stakeholder communication and engagement Service improvement and proactive problem resolution Cross-functional team collaboration Desirable Skills: Experience in data platforms or cloud-based services Familiarity with managed services operations in an enterprise environment Experience working with monitoring and reporting tools Knowledge of contract and SLA management Technical background in data or cloud technologies is a plus Additional Information 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.