Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the integration and performance of Managed Service Providers in a dynamic environment.
- Company: Join Telefónica Tech, a leader in innovation and inclusivity.
- Benefits: Competitive day rate, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by driving service excellence and governance.
- Qualifications: Experience in service delivery and managing third-party vendors is essential.
- Other info: Embrace diversity and be part of a supportive community.
We are seeking an experienced Operations Lead within Managed Services to oversee the integration, governance, and performance of Managed Service Providers (MSPs) within a complex, business-critical environment for our Customer. This role is focused on service governance, supplier/vendor management, and operational performance - acting as the key bridge between internal teams, vendors, and senior stakeholders.
Responsibilities
- Lead integration of MSPs into internal service delivery models, ensuring alignment with ITIL processes.
- Define clear roles, responsibilities, and escalation paths across internal teams and suppliers.
- Own service governance, ensuring adherence to SLAs, contracts, and risk controls.
- Manage supplier performance through KPIs, reporting, and structured service reviews.
- Provide oversight of Major Incidents, Problem Management, and service risks.
- Act as the primary escalation point for third-party service issues.
- Deliver executive-level reporting, dashboards, and performance insights.
- Drive continuous service improvement across processes, tooling, and providers.
Qualifications
- Strong background in Service Delivery / Managed Services / Service Management.
- Proven experience managing third-party vendors and MSPs.
- Expertise in Incident, Problem, Change, and Risk Management.
- Solid understanding of ITIL frameworks and service governance.
- Experience producing senior stakeholder reporting and dashboards.
- Confident engaging with senior leadership and C-level stakeholders.
- Experience with service integration (SIAM principles desirable).
- ITIL Foundation (required).
- ITIL Intermediate certifications (OSA / RCV desirable).
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.
Operations Lead (Managed Services) - Day Rate Contract - Inside IR35 employer: Telefonica Tech
Contact Detail:
Telefonica Tech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Lead (Managed Services) - Day Rate Contract - Inside IR35
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with Managed Services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your ITIL knowledge and service governance principles. We want you to be ready to discuss how you've managed supplier performance and handled major incidents in past roles.
✨Tip Number 3
Showcase your experience with dashboards and reporting during interviews. Bring examples of how you've delivered insights to senior stakeholders, as this will highlight your ability to communicate effectively at all levels.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations Lead (Managed Services) - Day Rate Contract - Inside IR35
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Operations Lead role. Highlight your experience with Managed Services, ITIL processes, and vendor management. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully managed suppliers and improved service delivery in the past.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics and KPIs to demonstrate how you've driven performance improvements and managed risks effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Telefonica Tech
✨Know Your ITIL Inside Out
Since the role heavily focuses on ITIL processes, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL frameworks in past roles, especially in service governance and performance management.
✨Showcase Your Vendor Management Skills
Prepare specific examples of how you've successfully managed third-party vendors or MSPs. Highlight your experience with KPIs, SLAs, and structured service reviews to demonstrate your ability to oversee supplier performance effectively.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in real-world situations, like handling major incidents or service risks. Think through your past experiences and be prepared to explain your thought process and actions in those scenarios.
✨Engage with Senior Stakeholders
This role requires confidence in engaging with senior leadership. Practice articulating your ideas clearly and concisely, and prepare to discuss how you've delivered executive-level reporting and insights in previous positions.