MNC Global Service Manager

Job Ref:

Job Title:
MNC Global Service Manager



Closing date:
20th March 2018

Job Description

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

Our team of Global Service Managers have a strong focus on customer service, customer satisfaction and retention as well as identifying new opportunities for the business.

Your Role:

As a Service Manager for Telefonica Global accounts, you will provide a world class account management service for our key and multinational accounts, which accounted for approximately 12m Euros in 2017. Whilst this position has no direct reports, you will be developing and driving internal relationships across Service and Operations, Telefonica Global Services (TGS) sales and presales teams and European and Central TGS teams. External relationships will be developed up to CIO level.


- End to end accountability for the fulfillment of all customer`s contractual obligations
- Working closely with presales and postsales teams to provide customer network service improvements and solutions
- Accountable for achieving SLAs including customer satisfaction and the calculation of violation credits
- Establish strong relationships with key decision makers from our service providers, Telefonica subsidiaries, affiliates and partners Globally
- Validating and updating Service Delivery Guides, Operations Runbook and Quality plans
- Managed the escalation of incidents generated by the GSM Centre, operations teams and customers providing solutions to ensure internal troubleshoots procedures have been followed
- Providing customers with Service Assurance reports including root cause analysis and temporary / permanent corrective measures to avoid network outages or service
- Run monthly Network Operations Review calls and face to face quarterly Executive review meetings with customers
- Upselling Telefonica`s products and services

Skills & experience:

- Experience of account managing MNC accounts within the telecoms industry
- Proven track record of successfully managing complex customer projects, international customers and leading international organisations
- A proactive approach to business and customer improvement with a passion for customer experience
- Strong understanding of your customer`s needs to ensure we are supporting their achievement of their business strategy
- Knowledge of project management and service management best practices
- A good understanding of telecoms products and services
- Outstanding customer management and negotiation skills
- Spanish language would be an advantage, but is not essential
Grade - PCGT

In return for your efforts, you`ll be rewarded in typical Telefonica style:

A competitive salary and benefits that you get to choose, including our cycle to work scheme, carbon offsetting, flexible working and childcare vouchers. Great news if you`ve got little ones or other family commitments, or if you want to be more green. And of course you can expect support, recognition and the chance to progress with us.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.
There`s so much to discover. Your adventure starts here.

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