Service Management Specialist at Telefonica Tech · Glasgow

Company 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.

We 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.

The 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.

Values: Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

Job Description

The Service Management Specialist is responsible for the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.

This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals, but also with the drive and initiative to work with autonomy.

Key Responsibilities:

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary

• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.

• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks

• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes

• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes • Ensure that KPIs are reported, and their targets met

• Coordination with suppliers, contractors, 3rd parties, etc.

• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions

• Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented

Qualifications

• Operational ownership of one of at least one of the following processes:

• Configuration and Asset Management
• Software Asset Management
• Incident Management
• Request Management
• Knowledge Management
• Problem Management
• Change and Release Management

• 3 years ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000

• A track record of operating and managing within an IT Service Management environment

• Good level of technical understanding

• Track record for delivering demand reduction and shift left mentality

• Successful track record of achieving performance and delivery targets

• Ability to develop solutions with focus on customer needs

• Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations

• Self-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processes

• Able to work both as part of a team and as an individual

Additional Information

• Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing

• ITIL Intermediate / Practitioner certified

• Ability to develop and maintain customer relationships and exceed expectations

• Ability to anticipate future trends, priorities, and requirements

• Interpersonal Skills:

• Articulate and a clear communicator
• Be a customer advocate
• Have the ability to converse technical terms and definitions to non technical personnel

• Meticulous with excellent attention to detail.

• Able to multitask and handle large amounts of complex information

• Ability to work independently and take decisions where necessary

• Successful delivery against commitments and deadlines

• Promotes and supports standardisation and continuous improvement

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.

Be yourself with us, and feel that you belong.

We 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.

We 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.

We 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.