Service Management CoordinatorFull-timeDepartment: Enterprise HealthEmployment Hours: Full timeCompany DescriptionTelefónica 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 BoldTrusted Partners:Microsoft:Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle PartnerHPE: Platinum Partner– FY23 UK&I Solution Provider of the YearPalo Alto & Crowdstrike: part of our NextDefense Cyber Security PortfolioFortinet: Elite VIP Program – one of only 2 in the UKAWS: Advanced Solution & Managed Service Provider ProgramJob DescriptionThe Service Management Co-ordinator is responsible for the supporting the Service Management Specialist team in the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and contributing to the process improvement cycle.This role is well suited to the aspiring IT professional who would relish to chance to operate as part of a team of fellow professionals.Main Duties and Responsibilities:Essential duties may include, but are not limited to, the following:Responsible for the ensuring adherence to the Service Management processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessaryResponsible 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 roadblocksInterfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processesManages and leverages existing toolset functionality to support the effective and efficient delivery of the ProcessesEnsure that KPIs are reported, and their targets metCoordination with suppliers, contractors, 3rd parties, etc.Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructionsPlease note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implementedQualificationsExperience and skills:Operational exposure to more than one of the following processes:Configuration and Asset ManagementSoftware Asset ManagementIncident ManagementRequest ManagementKnowledge ManagementProblem ManagementChange and Release ManagementTwo years ITIL Operational experience and an understanding of ITIL and ISO 20000A track record of operating and managing within an IT Service Management environmentGood level of technical understandingExcellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizationsSelf-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processesAble to work both as part of a team and as an individualExperience (desirable):Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixingITIL Intermediate / Practitioner certifiedAbility to develop and maintain customer relationships and exceed expectationsAbility to anticipate future trends, priorities, and requirementsInterpersonal Skills:Articulate and a clear communicatorBe a customer advocateHave the ability to converse technical terms and definitions to non-technical personnelMeticulous with excellent attention to detail.Able to multitask and handle large amounts of complex informationAbility to work independently and take decisions where necessarySuccessful delivery against commitments and deadlinesSuccessful track record of achieving performance and delivery targetsAbility to develop solutions with focus on customer needsPromotes and supports standardisation and continuous improvementAdditional InformationAt 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.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeImprint
About Telefonica Tech
