Head of Transformation and Industrialisation (Business Service

Head of Transformation and Industrialisation (Business Service
Recruiter Telefonica O2
Type Permanent
  • UK
Salary/rate £££££ p/a
Posted 9th October 2017
Industry Telecommunications
O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customer across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

We are always on the lookout for great talent. Just like our customers, we reward our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

About the Team:

In Business Service Management our vision is to `Knowingly deliver brilliant service experiences for our customers. We`re a trusted service provider - service is a key differentiator`

We are Service Management experts - famous for industry leading service management. Industry standards and best practice are our fundamentals.
We support Business customers who depend on the diverse range of fixed, mobile and complex managed ICT products & solutions that we provide for them to enable their businesses to be successful. With an industry-leading record of delivering great customer satisfaction it is essential that the function delivers to the high standards our business customers expect, maintaining one of Telefnica UK`s key differentiators in the market.

Your Role:

We`re looking for a Transformation and Industrialistation manager to be accountable for defining, planning & execution of strategy, transformation & industrialisation for both Business Service Management and its parent Service Management organisation in order to ensure that our business capabilities continually evolve to match the changing demands of our customers, our people and our shareholders.

You`ll define the target operating model, establishing transformation programmes & projects and leading their execution. It requires a strong strategic thinker who can provide forward looking thought leadership, based on a strong understanding of the wider service industry & ICT market. The role holder will also be required to ensure that the Service Management organisation leverages industry best practice in its day to day running, and to drive continual improvements in its operations and the provision of all its Service offerings. This role commands a person who has a passion for service management, capable of influencing at C level and across Telefonica and who can lead large complex transformation programmes. They will also act as an ambassador for service working with customers and in the public domain to champion O2`s service. This role will form part of the Business Service Management SLT function reporting to the Head of Business Service Management.


-Define the strategy for service management & business service management
-Lead the definition and agreement of the functional transformation activities within Service Management
-Overall accountability for Service Management policies, processes, continuous improvement and ensuring Service Management has the right capabilities
-Develop & maintain strong relationships with key Board Directors, their DR`s and wider teams through an account management function for Service Management capabilities
-Manage the overall budget and plan for Service Management

Skills & experience:

-Extensive experience in a wide scale complex operational environment
-ITIL experience(v2/v3) and previous experience in Technical Service Management role
-Operational experience of delivering service in B2C, B2B and B2B2C commercial models
-A forward looking strategic thinker with a demonstrable passion for service excellence
-Impeccable stakeholder management skills acquired from many different business experiences

Grade: PCGT

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.