At a Glance
- Tasks: Support Tier 2 customers and enhance their experience with Telefónica Tech.
- Company: Join a leading tech provider with a global presence and innovative solutions.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Be part of a dynamic team in a fast-paced, evolving environment.
- Why this job: Make a real impact by improving customer relationships and driving service excellence.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 40000 - 50000 £ per year.
Not specified Full-time Not specified Operations
Job Description
The Service Delivery Associate (SDA) works within the Service Delivery Office (SDO) and owns the operational relationship for their assigned customers providing support for our Tier 2 customers at Telefónica Tech.
They will work to develop an understanding of our customers business needs and requirements.
The SDO is part of the wider Service Delivery Management team which in turn forms the main customer relationship arm of Service Delivery within Telefónica Tech.
The SDA will create, own and update documentation for their assigned customers and engage in a number of activities including holding regular service reviews, driving improvements and reporting on performance.
They will also support the Service Delivery Management team by assisting with reporting, promoting the use of standard documentation and generally supporting where required.
Key Responsibilities
- A full understanding of the Telefónica Tech Service Catalogue and full-service capabilities
- Increase customer loyalty and satisfaction by developing strong working relationships with customers
- Lead customer service reviews as appropriate and record minutes, track actions and resolve issues from the service reviews
- Identify improvement opportunities and process gaps and work with the relevant support groups and customers to make changes and realise benefits
- Ensure SLA breaches are highlighted and investigated and that all actions to prevent them reoccurring are performed
- Continual engagement with the Service on-boarding function (Service Design, Pre- Sales, Service Transition) and the Service Operations teams to keep up to date with their requirements, processes, procedures and systems
- Responsible for creating Service Management Reports
- Attend Service Delivery team meetings and calls
- Work closely with the Finance teams to assist with invoicing queries
- Accountable for excellent customer service to assigned customers
- Communicate, report and gather feedback on service
- Capture, measure and apply trend analysis to customer data
- Support the SDMs as required
- Strong relationship management skills
- Strong organisational skills and ability to plan effectively
- Effective management of stakeholder relationships at all levels, including executive stakeholders
- Experience at developing and implementing IT Service Management policies and procedures
- Excellent understanding of ITIL
- Successfully implemented in-depth service improvement plans and managed customer expectations throughout
- Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards common solutions
- Excellent communication, negotiation, and presentation skills
- Excellent skills in creating reports using Excel and Power Point
- Knowledge of Data Centre / Managed Service provider services
- Knowledge of Public Cloud service offerings (Azure, AWS) desirable
Personal Attributes
- Highly enthusiastic, approachable and motivated
- Ability to communicate effectively at all levels
- Ability to prioritise workload effectively and to work under pressure
- Flexible, strong work ethic, willing to go the extra mile to get the job done
- Passionate and professional with a ‘can-do’ attitude at all times
- Excellent attention to detail
- Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity
- Ability to work in a rapidly expanding and fast changing environment
- Team player
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.
#J-18808-Ljbffr
Service Delivery Associate employer: Webhosting
Megaport is an exceptional employer that fosters a dynamic and collaborative work culture, ideal for those looking to make a significant impact in the EMEA sales landscape. With a strong focus on employee growth and development, we offer ample opportunities for professional advancement while providing a supportive environment that values innovation and teamwork. Located in the vibrant United Kingdom, our team enjoys a unique blend of flexibility and engagement, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Webhosting. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Webhosting before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Webhosting:Your cover letter is your chance to shine! Tell us why you want to work at Webhosting specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Webhosting!
How to prepare for a job interview at Webhosting
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
