Design & Onboarding Lead L2

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers everyday in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Fortinet: Elite VIP Program – one of only 2 in the UK
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio

The Role:

Working as part of a hand-picked team you’ll be working within the Design & Onboarding Practice delivering External and internal high-profile Onboardings and supporting the provision of new and extended contracts into our rapidly expanding customer base. 

A key part of this role is to engage and interact across the business in sales bids, pre-sales work and statement of work to ensure services are aligned to managed services skillsets and abilities to support and raise any areas that need addressing to key stakeholders.

You will play a key role in ensuring and verifying the scope of the services can be met delivering the appropriate SLAs and that commercial and technical resources are in place to allow new services to be adopted and supported. This will involve ensuring the validity of requirements that have been captured, making sure they are accurate and sufficiently detailed, allowing you to create the necessary support artefacts and knowledge transfer into the Managed Service teams. You will own and be responsible for ensuring the success of every Onboarding activity you are assigned to allow us to meet the needs and expectations of our customers going forward.

You will be entirely responsible for creating a transition plan coordinating the Managed Services resources by working directly with the Managed Service Teams and in conjunction with a designated professional services project manager where applicable.

Post-delivery provides early life contact support whilst being fully responsible for ensuring both contractual and commercial elements are delivered as agreed.

It's a great chance to develop your career by making your mark with this friendly and dynamic company.  It really is an exciting time to join Telefonica Tech UK&I.

As a market leader in our field with extensive qualifications and support from our business partners we aim to go from strength to strength towards a brighter future to further strengthen our position as a Managed Services provider seeing how we can bring value to the Customer and support their business needs.

Key Responsibilities:

• Own and drive to success Manage Service Onboardings all in aid of enhancing the service we can offer back to our client base.
• Own onboarding of new or changed services and customers. Be responsible for establishing strong working relationships and understand all contractual obligations.
• Ensure we have the appropriate people, tools, processes, security clearance and commercials to run the services.
• Be fully responsible for ensuring appropriate service level agreements (SLAs) are within scope of the contract and work with the operations team to agree suitable Operation Level Agreements (OLAs) are in place to meet the agreed SLAs.
• To ensure Telefonica Tech UK&I’s operations are fully aware of expected deliverable content of our contracts by delivery of great operational documentation.
• Identify and own risks and issues that impact the onboarding deliverables or projects including commercials and contract.
• Consult with customers or the internal teams to create an Onboarding Schedule with clearly defined timescales and objectives to board the service or client to manage services within budget.
• Work closely with both technical and non-technical teams to plan, drive, own, execute and coordinate tasks in the delivery of the Onboarding plan / scope / project.
• Contribute to the Project Delivery and Onboarding process with other members of the team to further improve the services we provide to both internal and external customers.
• Work with and where needed design supporting services and processes to complement services being delivered and supported into Managed Services teams and their partners.
• Instrumental in reviewing, interacting, and contributing to pre-sales and bid work prior to the onboarding process.
• Contribute and drive service improvement to the Design & Onboarding Practice and ensure it aligns with ISO accreditation.
• Run and deliver audit information for review as required to ensure the Design & Onboarding practice adhere to the ISO accreditation.

Skills & Experience:

• Demonstratable experience within the IT Industry of delivering and responding to high pressure projects or on boarding and delivering new enhanced processes.
• Demonstrable Onboarding Management experience within a similar environment.
• Experience of delivering and managing internal procedures and processes.
• Experience in on boarding a range of sized projects from Project to Live Service.
• Have worked within a Onboarding team or had a similar role
• Knowledge about platforms such as Azure, AWS, MS Suite, CSP, Virtual server, networking, Modern Workplace environment as well as end user experience such as end customer engagement via a service desk function.
• Ability to work interactively and flexibly with technical and service management teams.
• Good leadership and motivation skills.
• Strong communicator at all levels.
• Systems and IT literate.
• Ideally PRINCE 2 or MSP Practitioner certified.
• Ideally ITIL 4 Foundation certified.
• Ideally AGILE Foundation certified.

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.