Service Manager LATAM
hace 1 día

As part of this role, it is required to follow and practice an appropriate SM strategy. This role will also be responsible for contribute and ensuring an appropriate SM Governance mechanism is in place to measure service delivery, quality and customer satisfaction.

The SM governance mechanism will also ensure that there are continuous improvement and innovation programs for SM. In addition, the role will ensure that the SM approach is informed by evolving industry standards, emerging technologies and relevant best practices to maximize business value.

It is expected from the NOVUM SM to have a deep focus on customer service, customer satisfaction and retention, and will need to be an effective team player, with strong influencing and relationship management skills with a customer centric approach.

Lastly, the role will attend a team of Service Managers spread in different locations working very close with the different Telefonica’s Operating Businesses (OBs) in which NOVUM service is live or to be launched.

This position can be based in Madrid or UK.

Requirements / Skills

  • Bachelor Degree in Telecommunications or IT
  • 4 / 6 year of experience in managing customers with large multi-national projects in the Telecom / IT industry
  • Strong technical understanding of the Telco Industry also to be very process oriented with operational knowledge
  • Should be well versed in a variety of current techniques, tools, frameworks and technologies relevant to IT Service Management (ITIL, Cloud, SaaS, Software Defined Networking, Mobility, etc.)
  • Solid understanding of key IT Service Management basics such as Disaster Recovery / Business Continuity Management, Configuration Management, Asset Management and Financial Management for IT Services
  • Hold one or more relevant professional certification (ITIL, PMP, etc.)
  • Should have excellent communications skills to interact efficiently & collaborate with a variety of technical and non-
  • technical stakeholders and program contributors, with the ability to communicate with customers and company’s at executive levels

  • Strong customer service culture
  • Proven organizational skills and able to work under pressure
  • Results oriented and familiar with managing performance indicators
  • Experience in Incident Management and Change Management Processes in a technological context
  • Must be able to work with multiple technical groups and business units and must have strong operational experience in application support
  • Fluency in both English and Spanish required. Portuguese is a plus
  • Financial knowledge (will be a plus P&L and OIBTDA, etc.)
  • Role implies a possibility of traveling at least one week per month to other countries where the service is live.
  • If you join Telefónica

    You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are.

    We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients : network, IoT, cloud, security, innovation etc.

    Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.


    Our diversity makes us stronger and competitive. There is a place for everyone as we are. At Telefonica we work over 125.

    000 people from 106 different nationalities, seize and this opportunity. We choose it all and yes, we choose everyone.

    Job Segment : Service Manager, Telecom, Telecommunications, Relationship Manager, Manager, Customer Service, Technology, Management

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