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Service Transition Manager

Date: 06-Aug-2022

Location: SLOUGH, GB

Company: Telefonica S.A.

It matters to us that Team O2 is as diverse as the communities we serve. 

We welcome and encourage people from all backgrounds to apply.   

Whoever you are, O2 has a place for you. 

Come join us.


 

 

Location(s):  Flexible – Bath Road preferred

Closing Date: 31/07/2022

 

About the role

  • Service Transition Management:
  • Management and Delivery of projects to best practice methods. to set timescales and deadlines of new service and /or customers for acceptance into the operational teams.
  • Working proactively with Project Management and delivery to collaboratively ensure all service elements are understood and implemented prior to handover into In-Life teams.
  • Ensuring clear visibility of all new projects and services within operational teams by establishing clear communications methodology of assigned activities.
  • Be point of referral for Service Transition assigned activities. own, manage and resolve Service Transition related queries.
  • Engage with customers when required, either remotely or on customer location to ensure customer are briefed and where required trained prior to service commencement of new services procured from VMO2.
  • Collaborate with other teams when called upon to contribute to the design of non-standard services methods for new customer or additional services.
  • Contribute to VMO2 service improvement plans, either customer specific or internal operational processes.
  • Effective reporting and risk management of matters identified during the implementation and handover process. Where appropriate ownership and management through to resolution or escalation.

 

Key Responsibilities

  • The success of Service Operations in VMO2 UK
  • Ensure the Service Transition of new products and services for customers. Minimise risk and impact where possible. Escalate where no workaround or solution is defined, to ensure the provision of high-quality service to new and existing customers.
  • Measure and report at a stated frequency, the quality-of-Service Transition to ensure integrity and success for the process.
  • Execution of the end-to-end service transition process, to include validation and/or configuration of VMO2 systems associated to individual customer and or service acceptance.
  • Provide where appropriate internal teams and/or customers with training and system/product overview awareness subject to the procured services and or products.
  • Representation for Business Service Operations and Business Service Management
  • Establish and develop working relationships with internal groups and external suppliers to ensure all service transition deliverables are achieved. Work in a collaborative way to ensure customer impacts and experiences are always considered.
  • Stakeholder management internally for the delivery of service matters associated of new customers and/or services
  • Co-ordinate the handover into in life teams for all new services and or customers.
  • Co-ordinate and chair where appropriate conference calls and meetings as needed across in life and delivery teams.
  • Co-ordinate and chair where appropriate conference calls and meetings as needed with customers and or suppliers.
  • Completion and presentation of customer documentation to include but not limited to training guides and process definition documents
  • Utilise and contribute to the maintenance of Service Transition and operational acceptance criteria for the Transition of new customers and/or services into VMO2 Operational teams.
  • Supporting on new product development to ensure new processes and outputs are integrated and adopted successfully into the service and operational teams to improve the overall customer experience.

 

What We Need from You:

Essential Skills:

  • ITIL Certification 
  • Project Management Certification
  • Excellent communication skills, verbal and written
  • Excellent interpersonal and relationship building skills
  • Able to prioritise and coordinate internal & external resources effectively
  • Experience with 3rd party engagement
  • Excellent organisational knowledge and networking capabilities.
  • Excellent communicator at all levels
  • An ability to get things done in a matrix environment through persuasion and influence.
  • Strong peering skills and ability to influence across disciplines with credibility
  • Excellent presentation skills internally and in customer environments
  • Be able to produce relevant, properly researched, substantiated and concise reports to customer and VMO2 management.
  • General commercial awareness to have the ability to review and understand cost models
  • A broad understanding of key ICT and mobile telecommunications technologies
  • Ability to work to best in class operating instructions and practices
  • Customer issue management and address as required

 

 

 

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

 

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

 

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

 

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.