Service Delivery Associate

Job title:

Service Delivery Associate

Company

Telefónica Tech

Job description

Company DescriptionTelefónica 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 (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.Values: Open, Trusted and BoldTrusted 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 DescriptionThe Service Delivery Associate (SDA) works within the Service Delivery Office (SDO) and owns the operational relationship for their assigned customers providing support for our Tier 2 customers at Telefónica Tech. They will work to develop an understanding of our customers business needs and requirements.The SDO is part of the wider Service Delivery Management team which in turn forms the main customer relationship arm of Service Delivery within Telefónica Tech.The SDA will create, own and update documentation for their assigned customers and engage in a number of activities including holding regular service reviews, driving improvements and reporting on performance. They will also support the Service Delivery Management team by assisting with reporting, promoting the use of standard documentation and generally supporting where required.Key Responsibilities:

• A full understanding of the Telefónica Tech Service Catalogue and full-service capabilities
• Increase customer loyalty and satisfaction by developing strong working relationships with customers
• Lead customer service reviews as appropriate and record minutes, track actions and resolve issues from the service reviews
• Identify improvement opportunities and process gaps and work with the relevant support groups and customers to make changes and realise benefits
• Ensure SLA breaches are highlighted and investigated and that all actions to prevent them reoccurring are performed
• Continual engagement with the Service on-boarding function (Service Design, Pre- Sales, Service Transition) and the Service Operations teams to keep up to date with their requirements, processes, procedures and systems
• Responsible for creating Service Management Reports
• Attend Service Delivery team meetings and calls
• Work closely with the Finance teams to assist with invoicing queries
• Accountable for excellent customer service to assigned customers
• Communicate, report and gather feedback on service
• Capture, measure and apply trend analysis to customer data
• Support the SDMs as required

Skills & Experience:

• Strong relationship management skills
• Strong organisational skills and ability to plan effectively
• Effective management of stakeholder relationships at all levels, including executive stakeholders
• Experience at developing and implementing IT Service Management policies and procedures
• Excellent understanding of ITIL
• Successfully implemented in-depth service improvement plans and managed customer expectations throughout
• Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards common solutions
• Excellent communication, negotiation, and presentation skills
• Excellent skills in creating reports using Excel and PowerPoint
• Knowledge of Data Centre / Managed Service provider services
• Knowledge of Public Cloud service offerings (Azure, AWS) desirable

Personal Attributes:

• Highly enthusiastic, approachable and motivated
• Ability to communicate effectively at all levels
• Ability to prioritise workload effectively and to work under pressure
• Flexible, strong work ethic, willing to go the extra mile to get the job done
• Passionate and professional with a ‘can-do’ attitude at all times
• Excellent attention to detail
• Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity
• Ability to work in a rapidly expanding and fast changing environment
• Team player

QualificationsDesirable:

• Educated to Degree level
• ITIL Foundation

Additional InformationThis is a hybrid role with some homeworking but a requirement to travel to our offices in St Ives, Cambridge, London and occasional visits to customer sites.Requirement to obtain security clearance.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.

Expected salary

Location

Huntingdon, Cambridgeshire

Job date

Thu, 17 Oct 2024 22:42:31 GMT

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