The Service Delivery Manager is responsible for the end-to-end delivery of services to assigned customers. The role involves managing service performance against contractual commitments, ensuring service levels are consistently achieved. The SDM will work closely with key internal stakeholders to deliver service excellence while developing and maintaining strong customer relationships.
Key Responsibilities:
- Act as the primary point of contact for customers.
- Drive ongoing service improvement initiatives with a strong focus on delivering service excellence.
- Ensure service levels are delivered in line with contractual commitments.
- Work closely with delivery teams to build and maintain strong working relationships.
- Engage regularly with customers and key stakeholders across the wider customer organisation to strengthen relationships between Telefónica Tech and its clients.
- Enhance customer loyalty and satisfaction through regular engagement, a strong understanding of customer business drivers and requirements, and effective relationship management.
- Identify, assess, and manage risks relating to customer services.
- Maintain an understanding of the P&L for each assigned customer to ensure appropriate cost coverage for all Telefónica Tech services delivered.
- Identify opportunities to expand services and work closely with Sales and Account Management teams to increase the Telefónica Tech service footprint.
- Ensure Managed Services are delivered in accordance with ITIL service management principles and methodologies.
- Identify process gaps and work with relevant stakeholders to review and improve processes where required.
- Take an active role in Change Management activities for assigned customers, providing input to the Change Management Board, representing customer interests, and ensuring change processes are followed and communicated effectively.
- Maintain a thorough understanding of the full range of Telefónica Tech service offerings, including associated processes and technical capabilities.
- Experience delivering end-to-end service management.
- Extensive and demonstrable experience as a Service Delivery Manager, managing large customers with multiple and complex services.
- Proven ability to drive innovation and continual improvement across customer accounts.
- Ability to balance delivering service excellence while appropriately holding customers accountable when required.
- Demonstrable experience of managing dissatisfied customers and successfully improving the customer relationship.
- Strong ability to set and manage customer expectations.
- Experience identifying opportunities for account growth and promoting additional services to customers.
- Strong emotional intelligence, with the ability to adapt communication styles to suit different audiences and situations.
- Ability to obtain and maintain the required security clearance.
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.