Service Manager AI & Analytics

What is Telefónica Tech?

Telefónica Tech is the leading digital transformation company of the Telefónica Group. We offer a wide range of integrated technological services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, through which we support our clients in their digital transformation.

We are a group of more than 6200 brave people working daily from different parts of the world to achieve excellence, through leadership based on transparency and team spirit. If you identify with our pillars, we look forward to meeting you!

www.telefonicatech.com

What do we do in the team?

In the AI & Analytics unit at Telefónica Tech, we offer technology consulting services, developing Artificial Intelligence and advanced analytics solutions in both public and private sectors, as well as managed operation and maintenance services. Through professional services, we aim to maintain and drive business growth based on execution excellence and client satisfaction.

We are looking for a highly capable service manager profile for the operation and maintenance of analytical data platforms and environments to lead client projects.

What will your day-to-day be like?

Your mission as a Service Manager will be to guarantee the efficient and effective delivery of operation, support, and maintenance services for data and analytics platforms for assigned B2B clients.

In your day-to-day, you will mainly:

• Act as the primary client interlocutor in service management, leading communication at all management and technical levels.
• Be responsible for service management, operation, and maintenance. Generate necessary documentation and procedures for project administration.
• Ensure service management, quality, and client management. Responsible for delivery in relation to agreed service levels, pursuing service objectives, deadlines, and quality standards. Responsible for the quality, efficiency, effectiveness, and client satisfaction with service operation.
• Design and prepare service monitoring reports and client activity reporting.
• Manage people (team of different technical profiles and intermediate management, internal team, and providers).
• Manage the economic aspects of the project.
• Strive for and promote Continuous Service Improvement.
• Define or assume service operation in compliance with relevant client service metrics, identify new ones if applicable, and design measurement methods.
• Define appropriate continuity plans and ensure they can be implemented and improved for the service.
• Lead and manage relationships with providers to ensure operation meets agreed service metrics and identify new relationship models for service improvement. Negotiate appropriate prioritization of operational needs.
• Handle various high-profile escalations related to service operations. Actively reduce escalations and incidents by defining and implementing operational improvements.
• Control all activities related to assigned client services: economic monitoring, budget, forecasts, invoicing control, purchases, and related internal processes.
• Seek optimization opportunities and cooperate with different stakeholders to find the most suitable delivery models.
• Maintain relationships with all internal and external project stakeholders.

What we believe would be ideal for you to have…

Experience

• +4 years of experience in IT service management and client delivery (Service Manager).
• +4 years of experience working in IT infrastructure roles.
• Valuable experience in IT or Process consulting.

Education

• Degree in Computer Engineering/Telecommunications.

Valued

• ITIL or similar certification.

Technical Knowledge

We need you to know:

• Knowledge of client service standards and ITSM/ITIL framework and processes.
• Knowledge and experience in defining and controlling SLAs, KPIs, and contract management.
• Knowledge for configuration/adaptation to specific projects and management of main ITSM tools (preferably Service Now and Jira).
• IT project and infrastructure management.

And we will value your knowledge in:

• IT project management, mainly in the Big Data and advanced analytics fields.
• Management and administration of technology platforms.

Languages

• English B2+

For this role, the skills that would fit the team and project are:

• Ability to influence and ensure efficient and effective delivery of operational plans.
• Experience working with virtual teams in a cross-functional organization.
• Client orientation and service delivery with quality standards.
• Advanced analytical, problem-solving, and decision-making skills.
• Interpersonal skills to interact and communicate effectively, including conflict management.
• Team management skills for internal and external teams. Provider relationship management.
• Proactivity.

What do we offer?

• Work-life balance measures and flexible hours.
• Continuous training and certifications.
• Hybrid remote work model.
• Attractive social benefits package.
• Excellent dynamic and multidisciplinary work environment.
• Volunteer programs.

#SomosDiversos #Fomentamosigualdad

We are convinced that diverse and inclusive teams are more innovative, transformative, and achieve better results. Therefore, we promote and guarantee the inclusion of all people regardless of gender, age, sexual orientation and identity, culture, disability, or any other condition.

Key skills/competency

• Service Management
• AI & Analytics
• Big Data
• ITIL
• ServiceNow
• Jira
• Client Relationship Management
• Project Management
• SLA/KPI Management
• Team Leadership