Service Manager

Responsibilities

• Act as the primary point of contact for Hyperscale clients during all service phases, including Housing services.
• Manage service performance to ensure all contractual service levels (SLAs) are met and exceeded.
• Oversee datacenter operations and ensure high-quality service delivery through continuous improvement.
• Lead the escalation and resolution of high-impact, critical, or massive service incidents.
• Report service status, including incidents, changes, and requests, to both clients and internal departments.
• Identify new business opportunities and cloud service needs to collaborate with the commercial team.
• Develop and implement action plans to improve service quality and maintain client loyalty.
• Provide advisory support to clients regarding standardization in Lawful Interception (LI) and Data Retention (CD).

Requirements

• Over 20 years of professional experience in the IT sector.
• Deep specialization in IT infrastructure, networking, and Microsoft technologies.
• Proven expertise in VMware virtualization.
• Strong skills in Service Management and Project Management.
• Proficiency in English at a B2-C1 level.

Preferred Qualifications

• Relevant certifications such as Cisco CCNA, Microsoft MCSE/MCSA, or ITIL Foundation.
• Experience with Oracle Cloud Infrastructure or Dell VxRail administration.
• Advanced training in Cybersecurity.
• Knowledge of ETSI Lawful Interception systems.

About the Company

Telefónica is a global leader in telecommunications and digital services, committed to driving innovation and providing high-quality connectivity and infrastructure solutions to clients worldwide.