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Telefónica Tech is a leading provider of innovative tech services for the B2B market with a worldwide presence and strategic hubs in Spain, Brazil, UK and Germany. The company helps leading brands and organisations across the UK and Ireland unlock the power of integrated technology for all businesses, bringing together in one place a unique combination of, the best people, with the best tech and the best platforms in a simplified manner, to make a real difference to every business, every day.We have an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate tech adoption through its two core divisions of Tech Cyber security & Cloud and Tech Intelligence of Things. The company has a diverse, highly trained and globally located talent pool of over 2000 employees and serves more than 5.5m customers every day with a service reach in 175 countries. Its dynamic partner ecosystem includes over 300 cutting edge businesses, as well as strategic agreements with all market leaders. Job DescriptionThe Junior Service Delivery Manager (JSDM) will be dedicated to a major health account within the business responsible for supporting the effective day‑to‑day governance, service assurance, reporting and coordination of Telefónica Tech services delivered to our customer and its associated NHS Trust customers.The role acts as a key operational interface between Telefónica Tech service teams, the Senior Service Delivery Manager (SDM), customer stakeholders and, where required, downstream Trusts. The Junior SDM ensures service performance is visible, issues and risks are tracked and progressed, and communication is timely, structured and customer‑focused. Key responsibilities include:Service Governance & AssuranceSupport the Senior SDM in the governance and operational management of the customer accountMaintain oversight of service performance against contractual SLAs and service commitmentsTrack, manage and follow through on actions arising from service reviews, escalations, audits and improvement activitiesSupport audit‑readiness activities, including evidence collation and assurance reportingCustomer Reporting & CommunicationOwn the production of regular service management reports (operational, monthly and ad‑hoc).Ensure reporting is accurate, timely and aligned to agreed formats and expectationsAct as a central coordination point for service communications, helping ensure consistent and clear messaging to the customer.Support preparation of service updates, executive summaries, incident communications and customer briefingsIncident, Problem & Escalation SupportSupport Major Incident and escalation processes, including liaison with the customer during incidents where requiredAssist with coordination of incident reviews, RCA tracking and follow‑up actionsMaintain visibility of recurring issues, trends and risks across the serviceEnsure lessons learned and improvement actions are tracked and progressedService Improvement & Risk ManagementSupport delivery and tracking of Service Improvement Plans (SIPs / eSIPs) and remediation programmesMaintain RAID logs, action trackers and risk registers for the accountIdentify emerging risks or process gaps and escalate appropriately to the Senior SDMSupport continuous service improvement and operational maturity across the accountInternal CoordinationAct as a key interface between Service Operations, Service Transition, Commercial, Finance and other internal teamsSupport resolution of invoicing queries and service‑related commercial questions in conjunction with Finance and Commercial teamsEnsure knowledge is maintained and handovers are effective across teamsQualificationsEssentialExperience in service delivery, service assurance or service operations rolesStrong organisational and coordination skills, with the ability to manage multiple workstreams and prioritiesExcellent stakeholder management skills across operational and senior customer levelsProven experience producing structured service reports and management informationSolid understanding of IT Service Management principles (ITIL)Ability to work effectively in complex, multi‑supplier environmentsDesirableExperience supporting healthcare, public sector or regulated environmentsExperience working with managed services, infrastructure, cloud or security servicesExperience supporting major incidents, problem management and RCA processesITIL Foundation (or equivalent) Personal AttributesCustomer‑focused, professional and credibleDetail‑oriented with strong follow‑throughCalm and effective under pressure, particularly during incidents or escalationsProactive, organised and comfortable working with senior stakeholdersStrong written and verbal communication skillsCollaborative team player with a pragmatic, delivery‑focused mindsetAdditional InformationHybrid role with some homeworking but a requirement to travel to our offices and occasional visits to customer sites. SC clearance required, or willingness to undergo clearance. 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.
