[Hiring] Operations Lead @Telefonica Tech

Role Description

We are seeking an experienced Operations Lead within Managed Services to oversee the integration, governance, and performance of Managed Service Providers (MSPs) within a complex, business-critical environment for our Customer. This role is focused on service governance, supplier/vendor management, and operational performance — acting as the key bridge between internal teams, vendors, and senior stakeholders.

• Lead integration of MSPs into internal service delivery models, ensuring alignment with ITIL processes
• Define clear roles, responsibilities, and escalation paths across internal teams and suppliers
• Own service governance, ensuring adherence to SLAs, contracts, and risk controls
• Manage supplier performance through KPIs, reporting, and structured service reviews
• Provide oversight of Major Incidents, Problem Management, and service risks
• Act as the primary escalation point for third-party service issues
• Deliver executive-level reporting, dashboards, and performance insights
• Drive continuous service improvement across processes, tooling, and providers

Qualifications

• Strong background in Service Delivery / Managed Services / Service Management
• Proven experience managing third-party vendors and MSPs
• Expertise in Incident, Problem, Change, and Risk Management
• Solid understanding of ITIL frameworks and service governance
• Experience producing senior stakeholder reporting and dashboards
• Confident engaging with senior leadership and C-level stakeholders
• Experience with service integration (SIAM principles desirable)

Requirements

• ITIL Foundation (required)
• ITIL Intermediate certifications (OSA / RCV desirable)

Company Description

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger. We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.