Design & Onboarding Associate L1 in Cambridge

Working as part of the Design & Onboarding Practice delivering small scale external and internal onboardings and supporting the provision of new and extended contracts into our rapidly expanding customer base. You will play a key role in ensuring and verifying the scope of the services can be met delivering the appropriate SLAs and that commercial and technical resources are in place to allow new services to be adopted and supported. This will involve ensuring the validity of requirements that have been captured, making sure they are accurate and sufficiently detailed, allowing you to create the necessary support artefacts and knowledge transfer into the Managed Service teams. You will own and be responsible for ensuring the success of every onboarding activity you are assigned to allow us to meet the needs and expectations of our customers going forward.

Working on small or low profile onboardings and offboarding or supporting more senior members of the team, you will be progressing tasks in line with the team’s process and procedures to deliver for our customers. You will be entirely responsible for creating a transition plan coordinating the Managed Services resources by working directly with the Managed Service Teams and in conjunction with a designated professional services project manager where applicable. Post-delivery provides early life contact support whilst being fully responsible for ensuring both contractual and commercial elements are delivered as agreed.

• Own and drive to success Manage Service Onboardings all in aid of enhancing the service we can offer back to our client base.
• Own onboarding of new or changed services and customers.
• Be responsible for establishing strong working relationships and understand all contractual obligations.
• Ensure we have the appropriate people, tools, processes, security clearance, and commercials to run the services.
• Be fully responsible for ensuring appropriate service level agreements (SLAs) are within scope of the contract and work with the operations team to agree suitable Operation Level Agreements (OLAs) are in place to meet the agreed SLAs.
• To ensure Telefonica Tech UK&I’s operations are fully aware of expected deliverable content of our contracts by delivery of great operational documentation.
• Identify and own risks and issues that impact the onboarding deliverables or projects including commercials and contract.
• Consult with customers or the internal teams to create an Onboarding Schedule with clearly defined timescales and objectives to board the service or client to manage services within budget.
• Work closely with both technical and non-technical teams to plan, drive, own, execute and coordinate tasks in the delivery of the Onboarding plan / scope / project.
• Contribute to the Project Delivery and Onboarding process with other members of the team to further improve the services we provide to both internal and external customers.

• Demonstratable experience within the IT Industry of supporting customers or delivering IT projects at a junior level.
• Experience of delivering, managing, and maintaining internal procedures.
• Knowledge of platforms such as Azure, AWS, MS Suite, CSP, Virtual server environments as well as end user experience such as end customer engagement via a service desk function.
• Ability to work interactively and flexibly with technical and service management teams.
• Strong communicator – verbal and written.
• Systems and IT literate.
• Ideally one of the following: PRINCE 2, AGILE or MSP Foundation.
• Ideally ITIL 4 Foundation certified.

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.