Head of Service Management Transformation

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O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customer across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we reward our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

In Business Service Management our vision is to `Knowingly deliver brilliant service experiences for our customers. We`re a trusted service provider - service is a key differentiator`

We support Business customers who depend on the diverse range of fixed, mobile and complex managed ICT products & solutions that we deliver. With an industry-leading record of delivering great customer satisfaction it is essential that the function delivers to the high standards our business customers expect, maintaining one of Telefonica UK`s key differentiators in the market.

Your Role:

We`re looking for someone to be our Head of Service Management Transformation to lead on the definition, planning & execution of strategy, transformation & industrialisation for the Service Management organisation (B2C and B2B). The aim of this role is simple, as we expand and support even bigger and complex customers, we need to be able to work in an agile way, to continually evolve and adapt to their individual needs.

You`ll be key in not only creating the operating model, but taking those transformation initiatives through to execution.

To be successful in this role, you`ll be a strategic thinker, looking at the external market and adopting `best practice` to see what else we can do to drive great service for our customers.

You`ll play a crucial part in the Senior Leadership team, closely supporting the Head of Business Service Management in delivering it`s Transformation.

Responsibilities:

- Supporting the Head of Business Service Management with defining it`s overall strategy and approach

- Define and lead on the transformation activities within Service Management

-Overall accountability for Service Management policies, processes, continuous improvement and ensuring Service Management has the right capabilities

-Develop & maintain strong relationships with key Board Directors, their DR`s and wider teams through an account management function for Service Management capabilities

-Manage the overall budget and plan for Service Management

Skills & experience:

- Strong experience working within a complex operational environment

- Previous experience in a Service Management role (with a technical bias)

- Experience working in an ITIL environment

-Operational experience of delivering service in B2C, B2B and B2B2C commercial models

-A forward looking strategic thinker with a demonstrable passion for service excellence

-Impeccable stakeholder management skills acquired from many different business experiencesGrade: PCGT

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.

To find out more information and to apply, please click the APPLY button.