{"id":3756804,"url":"https://alion.io/job/telefonica-tech-service-delivery-manager","title":"Service Delivery Manager","company":{"id":53683,"name":"Telefónica Tech","domain":"telefonicatech.com","url":"https://alion.io/company/telefonica-tech","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Crowdstrike","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-11-04T12:30:37Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T23:07:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.\nWe serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.\nThe Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.\nValues: Open, Trusted and Bold\nTrusted Partners:\nMicrosoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner\nHPE: Platinum Partner - FY23 UK&I Solution Provider of the Year\nPalo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio\nFortinet: Elite VIP Program - one of only 2 in the UK\nAWS: Advanced Solution & Managed Service Provider Program\n The Service Delivery Manager is responsible for the end-to-end delivery of services to assigned customers. The role involves managing service performance against contractual commitments, ensuring service levels are consistently achieved. The SDM will work closely with key internal stakeholders to deliver service excellence while developing and maintaining strong customer relationships.\nKey Responsibilities:\nAct as the primary point of contact for customers.\nDrive ongoing service improvement initiatives with a strong focus on delivering service excellence.\nEnsure service levels are delivered in line with contractual commitments.\nWork closely with delivery teams to build and maintain strong working relationships.\nEngage regularly with customers and key stakeholders across the wider customer organisation to strengthen relationships between Telefónica Tech and its clients.\nEnhance customer loyalty and satisfaction through regular engagement, a strong understanding of customer business drivers and requirements, and effective relationship management.\nIdentify, assess, and manage risks relating to customer services.\nMaintain an understanding of the P&L for each assigned customer to ensure appropriate cost coverage for all Telefónica Tech services delivered.\nIdentify opportunities to expand services and work closely with Sales and Account Management teams to increase the Telefónica Tech service footprint.\nEnsure Managed Services are delivered in accordance with ITIL service management principles and methodologies.\nIdentify process gaps and work with relevant stakeholders to review and improve processes where required.\nTake an active role in Change Management activities for assigned customers, providing input to the Change Management Board, representing customer interests, and ensuring change processes are followed and communicated effectively.\nMaintain a thorough understanding of the full range of Telefónica Tech service offerings, including associated processes and technical capabilities.\n Experience delivering end-to-end service management.\nExtensive and demonstrable experience as a Service Delivery Manager, managing large customers with multiple and complex services.\nProven ability to drive innovation and continual improvement across customer accounts.\nAbility to balance delivering service excellence while appropriately holding customers accountable when required.\nDemonstrable experience of managing dissatisfied customers and successfully improving the customer relationship.\nStrong ability to set and manage customer expectations.\nExperience identifying opportunities for account growth and promoting additional services to customers.\nStrong emotional intelligence, with the ability to adapt communication styles to suit different audiences and situations.\nAbility to obtain and maintain the required security clearance.\n At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.\nBe yourself with us, and feel that you belong.\nWe welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.\nWe are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.\nWe don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.","description_format":"text","description_chars":4873,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity"],"lifecycle":[{"event":"open","at":"2026-11-04T17:15:08Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":37,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/telefonica-tech-service-delivery-manager","json_url":"https://alion.io/job/telefonica-tech-service-delivery-manager.json","meta":{"generated_at":"2026-11-09T01:54:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4034,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":53683},"rest":"https://alion.io/mcp/rest/get_company?id=53683"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftelefonica-tech-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftelefonica-tech-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftelefonica-tech-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/telefonica-tech-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftelefonica-tech-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3756804}},{"tool":"search_jobs","arguments":{"company":"telefonicatech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3756804},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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