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About the Role

The Service Delivery Associate (SDA) owns the operational relationship for assigned Tier 2 customers within Telefónica Tech's Service Delivery Office (SDO). This role involves understanding customer needs, creating and updating documentation, conducting service reviews, driving improvements, and reporting on performance.

Responsibilities

• Develop a strong working relationship with customers to increase loyalty and satisfaction.
• Lead customer service reviews, record minutes, track actions, and resolve issues.
• Identify improvement opportunities and process gaps, collaborating with support groups and customers.
• Ensure SLA breaches are highlighted, investigated, and prevented from reoccurring.
• Engage with Service on-boarding functions and Service Operations teams to stay updated on requirements, processes, and systems.
• Create Service Management Reports.
• Attend Service Delivery team meetings and calls.
• Assist Finance teams with invoicing queries.
• Provide excellent customer service to assigned customers.
• Communicate, report, and gather feedback on service.
• Capture, measure, and apply trend analysis to customer data.
• Support Service Delivery Managers (SDMs) as required.

Requirements

• A full understanding of the Telefónica Tech Service Catalogue and full-service capabilities.
• Experience at developing and implementing IT Service Management policies and procedures.
• Successfully implemented in-depth service improvement plans and managed customer expectations.
• Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards common solutions.
• Knowledge of Data Centre / Managed Service provider services.
• Knowledge of Public Cloud service offerings (Azure, AWS) is desirable.
• SC clearance will be required.

Skills

• Strong relationship management skills.
• Strong organisational skills and ability to plan effectively.
• Effective management of stakeholder relationships at all levels, including executive stakeholders.
• Excellent understanding of ITIL.
• Excellent communication, negotiation, and presentation skills.
• Excellent skills in creating reports using Excel and PowerPoint.
• 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.
• Passionate and professional with a ‘can-do’ attitude.
• Excellent attention to detail.
• Excellent interpersonal and communication skills, with accuracy and clarity.
• Ability to work in a rapidly expanding and fast-changing environment.
• Team player.

Location

• Hybrid

Work Type

• Full time
• Hybrid
• Homeworking
• Occasional visits to customer sites

Education Level

• Educated to Degree level (Desirable)
• ITIL Foundation (Desirable)

About the Company

• Telefónica Tech is a leading provider of innovative tech services for the B2B market with a worldwide presence and strategic hubs in Spain, Brazil, UK and Germany.
• The company helps leading brands and organisations across the UK and Ireland unlock the power of integrated technology.
• It has an end-to-end portfolio of market leading services and develops integrated technology solutions through its Tech Cyber security & Cloud and Tech Intelligence of Things divisions.
• The company has a diverse, highly trained and globally located talent pool of over 2000 employees and serves more than 5.5m customers every day with a service reach in 175 countries.
• Its dynamic partner ecosystem includes over 300 cutting edge businesses, as well as strategic agreements with all market leaders.

Equal Opportunity

• 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.
• 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.