Full-Time Service Delivery Manager

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.
Key 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.
Experience delivering end to end service delivery.
Has 8+ years of proven SDM experience and evidence of managing large customers who have multiple complex services.
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.
Although this role can be worked remotely, candidates must be based in the UK and be willing to travel to customer sites throughout England as and when required.

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