Service Delivery Manager

As a Service Delivery Manager at Telefónica Tech, your primary responsibilities include serving as the main point of contact for clients, ensuring service levels comply with contractual obligations, and driving continuous service improvement. You'll work closely with internal teams to enhance customer relationships and satisfaction, manage risks, and identify new service opportunities that expand Telefónica Tech's service footprint.

To qualify for the Service Delivery Manager position at Telefónica Tech, you should have at least 5 years of proven experience in a similar role, ideally within an Enterprise MSP environment. Strong relationship-building abilities, in-depth understanding of SLAs, and solid communication skills are essential. A technical background and the ability to work in a fast-paced environment are also key to your success.

Telefónica Tech emphasizes customer satisfaction through constant engagement and understanding of each client's business drivers. As a Service Delivery Manager, you'll ensure high customer touch, utilizing extensive knowledge to build strong relationships. You'll also monitor performance against service levels and work with internal stakeholders to refine processes and address any gaps in service delivery.

As a Service Delivery Manager at Telefónica Tech, you can expect a hybrid work environment that promotes flexibility while also requiring occasional on-site presence in St Ives/Huntingdon. The culture is open and collaborative, encouraging proactive communication and teamwork across various departments to ensure the best service outcomes for customers.

ITIL methodology is crucial for a Service Delivery Manager at Telefónica Tech as it ensures a structured approach to delivering managed services. You'll adhere to ITIL best practices to enhance service quality, streamline processes, and improve customer engagement. This knowledge will help you identify areas for improvement and align service delivery with business objectives.

In response to this question, cite specific examples from your previous roles that highlight your ability to balance multiple tasks, work under pressure, and meet tight deadlines. Mention any strategies you used to maintain service quality while managing growing demands.

When answering, share your approach to monitoring service levels, including the use of metrics and regular reviews. Discuss how you engage with your team to address any service breaches and how you communicate SLA performance to stakeholders.

Focus on your proactive engagement methods, such as regular check-ins, listening to client feedback, and adapting services to meet their evolving needs. Highlight the importance of understanding their business in order to enhance these relationships.

Share a specific incident where you identified a risk and the actions you took to mitigate it. Emphasize your analytical skills and ability to communicate effectively with stakeholders about the impact and solutions.

Discuss your approach to conflict resolution, emphasizing active listening and seeking to understand the client's perspective. Mention how you work collaboratively to resolve issues while maintaining a focus on service improvement.

Here, provide a concrete example of an initiative you undertook that improved service delivery. Discuss the steps you took, the challenges faced, and the outcome of your efforts.

Highlight the importance of clear and transparent communication with both clients and internal teams. Discuss how effective communication fosters collaboration, reduces misunderstandings, and ultimately enhances service delivery.

Explain your prioritization methods, perhaps using tools or techniques like Eisenhower Matrix or Kanban boards, and how you gauge the urgency and importance of tasks for different clients.

Here, provide the key metrics or KPIs you track, such as customer satisfaction scores, SLA performance, and incident resolution times. Also, discuss how feedback can inform future service improvements.

Discuss your commitment to continuous improvement and team development. Share methods you’ve used, like regular training sessions, feedback loops, or mentorship programs, to help your team members grow.