Regional Manager SMC EMEA Operations en MADRID, ES

Telefonica Business Solutions, a leading provider of a wide range of integrated communication solutions for the B2B market (Large Enterprise, SME, Multinational Corporations, Wholesale). Business Solutions develops an integrated, innovative and competitive portfolio for the B2B segment including digital solutions (m2m, Cloud, Security, e-Health or Digital Marketing) and telecommunication services (international voice, IP, bandwidth capacity, satellite services, mobility, integrated fixed, mobile, IT services and global solutions). Telefonica Business Solutions is a multicultural organization, working in over 40 countries and with service reach in over 170 countries.

Mission:

Reduce Customer’s services impact and solve the issues within the committed SLA. Lead the Customer attention considering criticism and methodology needed for each type of service or designated Customer.

Functions and Task:

• • Lead the Incidence Management Team to minimize the service impact and fulfill the SLAs commitments for the assigned Customers.
  • Lead the Customer attention taking into account criticism and methodology needed for each type of service or designated Customer.
  • Define Operative improvements to achieve defined KPIs.
  • Operative KPIs monitoring to prevent deviations.
  • Guarantee the correct execution of operative processes.
  • Assure the technical knowledge is applied and is well managed.
  • Technical knowledge and troubleshooting database documentation.
  • Lead transformation project into Operations.

Nature of the Problem & Challenges:

• • 16.000 VPN Connections
  • Data Services: LAN & WLAN managed services
  • Mobile services: 120K SIMs (M2M, MM...)
  • UC Services: Webex, TLPS/VCF, VoIP…
  • European MNC Customer Operations.

EDUCATION REQUIRED:

Engineer's degree or similar.

SPECIFIC SKILLS:

o Team Management Skills and experience.
o Team work capabilities.
o Under pressure work tolerance
o Flexible working hours (Availability for 24x7)
o Communications skills.
o Customer oriented profile.
o Negotiation Skills.
o Innovation skills

TECHNICAL KNOWLEDGE:

o Knowledge of International Services environment
o High Technical skill and knowledge: Networking (routing & switching), HCS, MM/M2M,…
o ITIL Knowledge
o Operational & Monitoring Tool Knowledge.
o Basic Finance Knowledge.

PROFESSIONAL EXPERIENCE:

o More than 3 years of experience in similar positions.
 

LANGUAGES:

o High level of English language (written and spoken).
o High level of Spanish language (written and spoken).

TELEFONICA COMPETENCIES:

• Global perspective.
• Customer Centric.
• Tech Savvy.
• Manages Complexity.
• Drives Results.
• Collaboraes.
• Organizational Savvy.