Client Delivery Lead

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 every day 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 (Adatis), Enterprise Applications (Incremental), 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
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program
  
  

THE ROLE

Client Delivery Leads at Telefonica Tech, Data & AI manage and develop successful, long-term relationships with our clients, ensuring that we establish a relationship as a trusted, strategic partner and maintain a successful track record of delivering impactful data solutions that exceed their expectations and that drive the value they achieve through their data assets.

An understanding of and enthusiasm for all things data is an essential attribute, especially how it can support the realisation of our clients’ business strategy and objectives. Can you lead a conversation on the merits of a Kimball data warehouse? Can you spot when an organisation is being held back by a lack of data governance, data literacy or master data management? If so, you could be just the person we are looking for.

This is a role that requires someone with excellent client facing and trust building skills. Client Delivery Leads work closely with clients, our project teams and our account executives to fully understand client needs and expectations.

The Client Delivery Lead will begin to develop relationships with our clients during the initial sales conversations and will continue to support them throughout their data journey and across all of the services that we deliver to them and the practices that these are delivered through. If the client has a question, a request, a concern or an issue, the Client Delivery Lead will be their first port of call.

Client Delivery Leads require an ability to work closely across multiple functional areas including sales, internal operations, support and product teams to ensure client success.

In line with our people first philosophy, our client delivery leads also play an important role in helping to maintain the welfare of our service delivery teams and play an active part in their development.

What will I be doing?

• Working with the sales and delivery teams to understand the business and data challenges that customers are facing in their businesses
• Partnering with clients to unpack challenges, identify the underlying causes and to plot a course to develop the data maturity of their organisations.
• Liaising with clients to understand needs, expectations, and desired outcomes
• Look for commercial opportunities within a client beyond in-flight engagements and help to shape them
• Attend client meetings and presentations to support building strong client relationships, understand delivery needs and create implementation plans
• Oversee the successful delivery of our projects with the clients and Telefonica Tech Data & AI development team
• Develop and nurture relationships with customers with regular communications around delivery and outcome evaluation
• Act as an escalation point for issues and risks identified by the project manager and team
• Manage customer feedback and complaints, resolving issues and reporting on progress, escalating complaints where appropriate.
• Work with other delivery managers and project managers to ensure they understand their accountabilities towards delivery and to work across the teams as needed
  
  

What experience/skills do I need?

• Experience of working on data analytics/data warehousing projects
• Experience in managing high levels of satisfaction in the delivery of services to customers
• Experience/knowledge of project and programme delivery
• The ability to quickly understand a client’s business strategy and business objectives
• Strong interpersonal skills and ability to network and build relationships with clients
• Successful history of managing key customer relationships with high satisfaction and advocacy levels and retaining customers
• Commercially aware with good business acumen and financial awareness
• You will have a background in software development, business analysis or project management
• The ability to communicate (written and spoken) with a wide range of stakeholders, up to and including senior manager or director level
• Understanding of wider Digital Transformation programmes that our customers data initiative may form a part of
  
  

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.

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.