Browse
···
Log in / Register
Job Summary: Telefónica Tech is seeking a Service Manager / Project Office Lead to design, integrate, and manage Cloud solutions, ensuring service quality and customer satisfaction. Key Highlights: 1. Lead customer digital transformation with Cloud solutions. 2. End-to-end Cloud service management and customer satisfaction. 3. Continuous training and a dynamic work environment. **WHAT IS TELEFÓNICA TECH?** Telefónica Tech is the leading digital transformation company within the Telefónica Group. We offer an extensive portfolio of integrated technology services and solutions in Cybersecurity, Cloud, IoT, Big Data, Artificial Intelligence, and Blockchain, supporting our customers throughout their digital transformation journey. We are a team of over 6,200 bold professionals working daily from various locations around the world to achieve excellence through leadership grounded in transparency and teamwork. If you identify with our core values, we look forward to meeting you! www.telefonicatech.com **WHAT DO WE DO IN THE TEAM?** At Telefónica Tech’s **Service Management** unit, we are driven by our customers’ challenges, their transformation, and their success. We are passionate about everything happening in the Cloud. We live and breathe a complex technological world, where we create a space to design, integrate, and manage solutions that help our customers achieve their goals. Specifically, in this area our mission is: To design and build the best technical architectures (communications, computing, storage, etc.) enabling agile service deployment, scalability, ease of integration with third-party products, and operation within highly secured environments. Lead transformation projects required to unify disparate local architectures, converging toward a more efficient global architecture. **WHAT WILL YOUR DAY-TO-DAY LOOK LIKE?** Your day-to-day mission will be: As a Service Manager (SM) / Project Office Lead, your responsibilities will include: * Acting as the primary point of contact for the customer across all phases of the Cloud service, as well as internally within the company. You will also be responsible for ensuring high service delivery quality through continuous improvement and service monitoring. * Managing the Cloud service contracted by the customer, participating in Cloud service monitoring, aligning efforts and building trust and customer satisfaction, thereby adding increasing value toward achieving their objectives. * Supporting escalation of resolution for high-impact, critical or widespread incidents, or those occurring repeatedly. * Ensuring efficient internal service management without compromising the quality perceived by the customer. * Reporting to the customer and internal departments on the status of the Cloud service contracted by the customer—including incidents, changes, and requests—following established procedures for standard customers. * Supervising, adapting, and submitting critical incident reports committed to the customer. * Developing and collaborating on the development of service delivery procedures, supported by other customer-facing roles/units. * Partner ecosystem management: responsible for onboarding, offboarding, and modifications to the partner pool (acquisition, contractual conditions, and economic offers). * Activities to drive, promote, and encourage usage of access resources (e.g., delivering presentations, organizing and/or attending events, writing articles, visiting or hosting interested organizations, etc.). * Preparing a monthly report detailing access usage and all other activities carried out during the month (training, experiments, technology and business tests, minimum viable products, outreach and dissemination actions, activity costs, etc.). * Placing orders based on customer needs with companies belonging to the partner ecosystem. * Managing consumption on computing platforms, fixed and variable services for billing purposes. * Monitoring monthly variable billing for computing consumption and project man-hours, as specified in the monthly reports issued by the Technical Office. * Recognizing revenue/billing for work performed by contracted companies, aligned with customer billing. * Thoroughly understanding the “Governance Model” and Customer Relationship Model to ensure compliance. * Identifying business opportunities to communicate them to the commercial team and, as feasible, collaborating in developing business with the customer. Responsible for managing customer Cloud service requests/changes/needs that must be treated as new offerings—and thus represent business opportunities—collaborating with the commercial team to convert such opportunities into formal offers. * Collaborating proactively in designing, executing, and monitoring Action Plans and Continuous Service Improvement initiatives to retain customers and ensure service quality. * Collaborating in gathering information on customer assets, services, and infrastructure. **AND TO ACHIEVE THIS, WE BELIEVE IT WOULD BE IDEAL IF YOU HAD…** **Experience** * +5 years preparing reports and dashboards, tracking key operational and IT governance metrics related to production services. * +5 years prior experience as a Service Manager. * Experience managing projects. * Experience in financial tracking of projects and services. * Demonstrable experience managing customers both from a production and commercial perspective (identifying new opportunities). **Education** Required: * Knowledge of quantum computing. * Business Analytics. * Data analysis, data mining, trend interpretation. * SLA and mathematical calculations. * Trends and statistics. * Troubleshooting. * Software automation and development. * Analysis, planning, and organization. * Finance and economic management (revenue, costs, margin, etc.). * Project and service management. * External vendor relationship management. * Office software suites. * Billing and financial tracking. * Project management. * Fundamental principles of quantum computing. **Technical Knowledge** * Networking (routers, firewalls, load balancers, switches). * Systems, databases, and middleware. * Virtualization. * Public Clouds. * Storage, backup, and monitoring. * Desirable: + Master’s degree in quantum computing. + Physical implementation of quantum technologies. + Knowledge of quantum architecture. **Skills that would fit well with the team and project for this role:** * Leadership. * Analytical ability. * Initiative. * Autonomy. * Communication skills. * Ability to work and organize under pressure. **Languages** * Desirable: English. **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. * Volunteering programs. **\#WeAreDiverse \#WePromoteEquality** We firmly believe diverse and inclusive teams are more innovative, transformative, and deliver better results. Therefore, we promote and guarantee inclusion for all individuals regardless of gender, age, sexual orientation or identity, culture, disability, or any other condition. We want to meet you!
