About the role

To act as trusted advisor to your allocation of Enterprise customers, managing the service delivery to contractual requirements for Mobile and / or lower complexity 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 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 lower complexity ICT services during in-life contract periods.
• For lower complexity 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.
• In conjunction with other technology and process teams, create, develop and manage a continual service improvement plan (CSIP) for allocated customers that provide measurable benefit to the customer and our business.
• Focuses on reducing the cost to serve
• 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.
• Ensure the UK elements of the contractual obligations and commercial plan are managed to agreed targets.

What We Need from You:

Essential Skills:

• Service delivery to business customers for either mobile; information technology or telecommunications.
• Service management concepts and processes including incident, change and problem management. (ITIL v3 Foundation minimum)
• 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.
• An understanding of how a business operates financially and an ability to manage simple financial transactions within the role.
• Ability to communicate at a level aligned to experience, organisationally and also between technical, non-technical teams, and business functions.
• Contributing to 3rd party vendor relationships in a complex technology and service delivery environment
• Operating effectively under pressure with the ability to work without supervision.

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

 We’re looking to pay a great compensation package (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.  

 Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

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

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.