About the Team:

Business Service Management provides Customer Delivery, Service Delivery and Technical Services capabilities that support Business customers across their fixed, mobile, DWP and ICT services provided by Telefonica and O2.

The Service Delivery function is accountable for the in-life performance of these services by managing the customer relationships, monitoring service performance, driving the customer experience, identifying & implementing service improvement activities and optimising the cost to serve model to reduce cost and increase profit.

About the Role:

To act as trusted advisor to your allocation of Enterprise customers; managing the service delivery to contractual requirements for Mobile and ICT services. This role will ensure customer satisfaction is met and measured in relation to the customers overall perception of the services delivered.  To carry out all Service Delivery Management related duties in support of this including high profile and major incident management, day to day customer relationship management and contact strategy.  Additional responsibilities include delivery of contractual service commitments and support in the development of the overall service and delivery strategy. Managing the continual service improvement plan and customer satisfaction index and taking the relevant steps to drive improvement and where required, corrective actions

Key Responsibilities:

• Day to day service relationships with the customer
• Accurate auditable reporting of performance against agreed contract SLAs and delivery against these
• Delivery of UK mobile and ICT services during in-life contract periods
• For ICT services, supporting the delivery of new services and systems into live operation for business units and subsidiaries
• Ensuring all configuration and documentation systems and processes are fit for purpose and supporting the requirements of the customer
• Ensuring that the learnings derived from all post incident are implemented as appropriate
• Ensure the UK elements of the contractual obligations and commercial plan are managed to agreed targets
• The role holder will be required to work with the wider Telefónica teams to ensure that the business area is developed in a cost effective, timely, and customer focussed way
• Focuses actions to satisfy customer needs – internal and/or external- through creative solutions that exceed expectations. Achieves this through anticipating customer requirements and constructing and maintaining long term relationships
• In conjunction with Operational and other teams, create, develop and manage a continual service improvement plan (CSIP) for client accounts that provide tangible benefit to the client and our business
• Agreement and achievement of financial targets to maximise revenue and reduce the overall cost to serve
• Provide client insight with the virtual account team and key Telefónica business functions such as corporate marketing working closely with the Client Manager to develop approaches and proposals to develop service offerings. Ensuring all configuration and documentation systems and processes are fit for purpose and supporting the requirements of the customer

What We Need from You:

• 2+ years in Service delivery to business customers for either mobile; information technology or telecommunications
• Service management concepts and processes including incident, change and problem management
• Building and maintaining relationships with peers within the customer’s business
• A demonstrable track record of problem solving and decision making with the ability to collect, organise and assess facts and opinions and articulate reasoned decisions
• Operating effectively under pressure with the ability to work without supervision
• Ability to communicate at a level aligned to experience, organisationally and also between technical, non-technical teams, and business functions
• An understanding of how a business operates financially and an ability to manage simple financial transactions within the role
• Contributing to 3rd party vendor relationships in a complex technology and service delivery environment

Additional Information:

Salary and benefits:

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.

We also believe a great work-life balance is important, so we’re open to considering part-time and flexible approaches to working.   Like to know more, feel free to raise it.