Service Delivery Manager


Job Ref:
8542

Job Title:
Service Delivery Manager

Location:
Leeds or Preston Brook

Salary:
Competitive

Closing date:
22nd May 2017

Job Description

About the Team:

The Service Delivery team is responsible for in-life service across all Telefnica products and services provided to a large number of business customers. These include Mobility, Digital, Wifi and Fixed Lines. We are responsible for the customer experience and delivery of the service to meet contractual and satisfaction commitments.

Your Role:

You will manage a number of business customers with a drive to build and maintain a strong relationship between Telefnica and the customer to maintain customer satisfaction, service provision and retention. Working with internal and external teams, you will manage the service with a focus on continual improvement and process development.

Responsibilities:

-Build strong customer relationships across your accounts
-Prepare and conduct regular service reviews
-Represent Telefnica within your customers` organisation
-Oversee the services (and adherence to SLAs) that the customer receives from Telefonica i.e. Mobility, Digital, Wifi and Fixed Line
-Collaborate with internal stakeholders to understand issues that could affect a customer`s service and act to minimise disruption
-Meet customer satisfaction targets to maintain and improve customer confidence
-Ensure that Telefnica meets their contractual commitments
-Identify revenue and cost saving opportunities
-Develop a robust and up-to-date knowledge of Telefnica`s products and services portfolio
-Develop a basic technical knowledge of cellular networks and strategy
-Build relationships across other areas of the business to support customer issues
-Utilise and analyse information and present via different formats

Demonstrable Experience:

- delivery to a high standard of quality with proven customer service skills
- experience within a managed service environment delivered via a Service Desk and Network Operations Centre (NOC)
- working within a high performing team serving customers within a business environment
- organised and possessing the ability to coordinate multiple work streams both internally and from third parties
- IT literate across a wide range of `Office` products and other applications with an understanding of ITIL
- the ability to communicate at all levels across organisations and also between technical and non-technical teams

This role is an MPG2
Telefonica is on a truly inspirational adventure. As one of the world`s most innovative communication companies and the name behind flagship brands such as O2, we`re thinking bigger than ever before. We`re taking on new challenges around the world and exploring new ways to open up the world for our millions of customers. And you could be part of it all.



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