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Principal Service Manager
Premium Job From Telefonica
Recruiter: Telefonica
Listed on: 21st February
Location: Leeds/Slough
Salary/Rate: Competitive
Salary Notes: Competitive
Type: Permanent
Reference: 12722_exp
Contact Name: Telefonica

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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 offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

The Product & Services team are responsible for the day to day delivery of a variety of business critical services. Network Services form part of that team, concentrating on the delivery of seamless connectivity to our 25m+ consumer and business customers.
The team works at both tactical & strategic levels in order to deliver scalable & repeatable, customer centred, service level management and continual service improvement that ensures Telefonica UK delivers the best possible service experience to customers, accelerating our service differentiation, and placing clear blue water between us and the competition. Our team owns the service experience for the business ensuring we knowingly deliver great service experiences 24x7.

Your Role:

This role commands a person who has a passion for service excellence, can inspire and develop teams, capable of influencing at CEO-3 level and across Telefonica and who can build and run a formidable service capability.


- You`ll be collaborating with senior stakeholders across the business to create,
execute and regularly report on the progress of plans to improve the overall
mobile experience for our customers
- Harnessing customer insight to understand opportunities for improvement and
driving priorities accordingly
- Reporting to CEO-3 level on network customer satisfaction, trends, and
improvement / action plans
- You`ll be a trusted advisor to C-level stakeholders, bringing value to the
relationship through understanding your customers key success factors
- Delivering fantastic service experiences to your customers
- Providing in depth service expertise
- Managing senior stakeholder relationships
- Managing supplier relationships
- Leading on the introduction of new & amended services into the service portfolio
- You`ll be a trusted advisor to C-level stakeholders, bringing value to the
relationship through understanding your customers key success factors
- You`ll be developing and maintaining service level management capability

Skills & experience:

- Proven stakeholder and relationship management skills C-level and above
- Ability to interpret data, identify trends, issues and problems
- ITIL experience and previous experience in Technical Service Management role
- Broad experience of Mobile services
- Demonstrable passion for service excellence
- A strong team player, but also someone who is prepared to stand up for what they
believe it right for the customer
- Anticipates customer (internal/external) requirements to build and maintain long
term relationships
- Understand what great service looks like and pre-empts service issues before
they arise
- A problem solver - reaches beyond technology to find innovative solutions
- Ability to convey complex problems in a simple and concise way
- Manage conflict successfully
- Builds strong links into industry and with suppliers/OperationsGrade: 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.