Junior Service Delivery Manager

The Junior Service Delivery Manager (JSDM) will be dedicated to a major health account within the business responsible for supporting the effective day‑to‑day governance, service assurance, reporting and coordination of Telefónica Tech services delivered to our customer and its associated NHS Trust customers.

The role acts as a key operational interface between Telefónica Tech service teams, the Senior Service Delivery Manager (SDM), customer stakeholders and, where required, downstream Trusts. The Junior SDM ensures service performance is visible, issues and risks are tracked and progressed, and communication is timely, structured and customer‑focused.

 

Key responsibilities include:

Service Governance & Assurance

• Support the Senior SDM in the governance and operational management of the customer account
• Maintain oversight of service performance against contractual SLAs and service commitments
• Track, manage and follow through on actions arising from service reviews, escalations, audits and improvement activities
• Support audit‑readiness activities, including evidence collation and assurance reporting

Customer Reporting & Communication

• Own the production of regular service management reports (operational, monthly and ad‑hoc).
• Ensure reporting is accurate, timely and aligned to agreed formats and expectations
• Act as a central coordination point for service communications, helping ensure consistent and clear messaging to the customer.
• Support preparation of service updates, executive summaries, incident communications and customer briefings

Incident, Problem & Escalation Support

• Support Major Incident and escalation processes, including liaison with the customer during incidents where required
• Assist with coordination of incident reviews, RCA tracking and follow‑up actions
• Maintain visibility of recurring issues, trends and risks across the service
• Ensure lessons learned and improvement actions are tracked and progressed

Service Improvement & Risk Management

• Support delivery and tracking of Service Improvement Plans (SIPs / eSIPs) and remediation programmes
• Maintain RAID logs, action trackers and risk registers for the account
• Identify emerging risks or process gaps and escalate appropriately to the Senior SDM
• Support continuous service improvement and operational maturity across the account

Internal Coordination

• Act as a key interface between Service Operations, Service Transition, Commercial, Finance and other internal teams
• Support resolution of invoicing queries and service‑related commercial questions in conjunction with Finance and Commercial teams
• Ensure knowledge is maintained and handovers are effective across teams

Essential

• Experience in service delivery, service assurance or service operations roles
• Strong organisational and coordination skills, with the ability to manage multiple workstreams and priorities
• Excellent stakeholder management skills across operational and senior customer levels
• Proven experience producing structured service reports and management information
• Solid understanding of IT Service Management principles (ITIL)
• Ability to work effectively in complex, multi‑supplier environments

Desirable

• Experience supporting healthcare, public sector or regulated environments
• Experience working with managed services, infrastructure, cloud or security services
• Experience supporting major incidents, problem management and RCA processes
• ITIL Foundation (or equivalent)

 

Personal Attributes

• Customer‑focused, professional and credible
• Detail‑oriented with strong follow‑through
• Calm and effective under pressure, particularly during incidents or escalations
• Proactive, organised and comfortable working with senior stakeholders
• Strong written and verbal communication skills
• Collaborative team player with a pragmatic, delivery‑focused mindset

Hybrid role with some homeworking but a requirement to travel to our offices and occasional visits to customer sites.

 

SC clearance required, or willingness to undergo clearance. 

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.

 

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.