About the Role
You have experience in IT Service Management? You’re looking for a new challenge in the IT environment?
Join us!
Westcon-Comstor is looking for a Services Delivery Manager for TELEFONICA, for a 12 months contract in our Madrid team.
The primary goal is to establish or refine service delivery processes to ensure that each customer gets the same experience. You control the costs and streamline the process without adversely impacting the client experience. Being responsible for the daily tactical management of the delivery of services (in accordance with the applicable Service Level Agreements and Contractual obligations), you establish policies designed to ensure consistently high service performance; monitor employees and evaluate customer feedback to develop quality improvement processes. You will work in conjunction with the Area Services Sales Leader to define short, medium and long term goals and required skills to meet those goals.
Your Key Responsibilities
Your main duties and responsibilities:
1. Be the primary contact & escalation point for the customer for all ITIL processes
2. Define and monitor service KPI’s and provide reporting & analysis
3. In depth understanding of customer contract and effective management
4. Ensure Westcon services are aligned with customer, leveraging company resources to bring innovation supporting the customer's business and processes
5. HR Responsibilities including overall staffing, development, training, performance management and resource utilization/backfill in collaboration with Resource Management team
6. Collaborate with the appropriate team members to exceed expectations in the following areas: account profitability, customer satisfaction & loyalty
7. Meet and control contractual commitments, SLA attainment and Quality Assurance and objectives as defined in Statement of Works or Contractual obligations
8. Promote and maintain environment conducive to high employee morale and productivity
9. Responsible for monitoring the performance of the services managers and their technical teams by establishing a system of reports and communications involving quality delivery reports, cyclical technical performance meetings; etc.
Qualifications / Requirements
Profile:
1. At least 10 years of experience with demonstrated expertise in services management Channel; Distribution, Systems Integrator or Vendor background
2. Extensive experience in all aspects of Customer Relationship Management
3. Proven leadership and ability to drive teams
4. Graduate degree in business, computer science or engineering
5. Fluency in English and Spanish
6. Possess strong business development in solutions and / or services sales skills
7. Extremely strong written, verbal and communication skills (including proposal writing and presentation building)
8. Strong interpersonal skills and ability to team with Sales, Technical, and Operations resources
9. Adaptability, flexibility and the ability to do quality work under tight deadlines
10. Ability to manage a frequent travel schedule
11. Good knowledge of ITIL processes and implementations
12. Organization, ability to multi-task
13. Highly professional, and comfortable in dealing with individuals at senior levels
About Us
Westcon-Comstor (WestconGroup Inc.) is a global technology distributor with worldwide capabilities in Cloud, Global Deployment and Services, and category-leading Security, Unified Communications and Collaboration, Networking and Data Center technology Practices. Combining expert technical and market knowledge with a uniquely collaborative engagement model, the company is transforming technology distribution through its digital and physical products and services delivery. The company works with its partners to deliver results together through an investment in enablement programs and its associates' dedication to creating an exceptional partner experience. Westcon and Comstor are the company's go-to-market brands, offering customers a strong portfolio of market-leading and emerging vendors. With teams in 110 offices in 70-plus countries across six continents, Westcon-Comstor provides services to more than 170 countries.
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