Service Delivery Manager
HybridLondon, England, United Kingdom
Job Summary
Act as the primary point of contact for customers, driving ongoing service improvement initiatives to ensure service levels are consistently achieved against contractual commitments. Manage service performance by identifying, assessing, and managing risks while maintaining an understanding of the P&L for each assigned customer. Work closely with delivery teams, Sales, and Account Management to build strong relationships, expand service footprints, and enhance customer loyalty through effective engagement. Ensure Managed Services are delivered in accordance with ITIL principles, identify process gaps to improve workflows, and take an active role in Change Management activities. Maintain a thorough understanding of full service offerings and demonstrate the ability to balance service excellence with holding customers accountable.
Required Qualifications
- Extensive and demonstrable experience as a Service Delivery Manager
- Experience delivering end-to-end service management
- Experience identifying opportunities for account growth and promoting additional services to customers
- Ability to obtain and maintain the required security clearance
Desired Qualifications
- Experience managing large customers with multiple and complex services
- Proven ability to drive innovation and continual improvement across customer accounts
- Demonstrable experience of managing dissatisfied customers and successfully improving the customer relationship
- Strong ability to set and manage customer expectations
- Strong emotional intelligence, with the ability to adapt communication styles to suit different audiences and situations
- Maintain an understanding of the P&L for each assigned customer
- Experience identifying opportunities to expand services and work closely with Sales and Account Management teams to increase the Telefónica Tech service footprint
- Maintain a thorough understanding of the full range of Telefónica Tech service offerings, including associated processes and technical capabilities
- Ensure Managed Services are delivered in accordance with ITIL service management principles and methodologies
- Identify, assess, and manage risks relating to customer services
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.