Main purpose of the job
The main purpose of a Telefónica Tech Business Process Consultant (for Health) will be to:
- Assist Service Architects in the service design elements of service process planning and implementation opportunities, aligning with Telefónica Techs strategic delivery of health services
- Assist the Service Architect as the Business Process interface between the customer and Telefónica Tech.
- work closely with service delivery and project teams on all new projects and services to be delivered, supporting implementation activities, direction and advice on service process and delivery.
- Assist the Service Architecture team to act as a subject matter expert on service processes, providing Telefónica Tech and customers with an understanding of the processes across all service delivery - Technical, ITIL, and supporting business functions.
Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
- Preparing for, delivering, and managing outcomes from Customer Service Workshops. For example, Service Discovery, Service Improvements, Process Definition.
- Service Implementation and Improvement planning, testing and delivery
- Commercial (Cost Model) awareness / Contract reviews & alignment assessment
- Service description authoring, validation, and maintenance
- Project Planning & Assisting Program Planning
- Assisting Service Architects and Heald of Service Architecture in developing, and transforming enterprise IT Service Processes for Telefónica Tech within the health sector
- Assisting Service Architects and Heald of Service Architecture in the design and implementation of managed service operations and project delivery
- Assisting with the development of an IT lifecycle management, designing services, taking service strategy, and building processes, procedures, into operational runbooks and guides across the department.
- Assisting the introduction of key IT service roles and processes needed to act as the bridge between the customer and internal and external IT suppliers.
- Assist with Service Architects, program/project/transition management to plan and manage the effective transfer of ICT services to new service designs.
- Assisting Service Architects and Heald of Service Architecture in defining the standards required for the existing Telefónica Tech IT teams to adopt ITIL based service management
Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed, and implemented.
Experience and skills:
Experience (essential):
- Previous experience in a lead service consultancy and delivery role, particularly within the health sector, demonstrating successful outcomes on both a standard and enterprise level.
- More than 3 years’ experience in supporting Service Architects in designing, implementing, and delivering enterprise level IT Managed Services, particularly within the health sector
- ITIL Qualified
- Experience of managing ITIL processes across service towers and third parties (SIAM)
- Experience at Senior management level in a large, complex customer facing organization
- Proven experience in developing and implementing IT processes to achieve transformational levels of change and efficiency
Experience (desirable):
- Commercial acumen
- Good working knowledge of relevant functional systems
- Experience in dealing with and influencing multi-tier management
Personal Skills:
- Articulate and a clear communicator
- Be a customer advocate
- Have the ability to converse technical terms and definitions to non-technical personnel
- Meticulous with excellent attention to detail
- Able to multitask and handle large amounts of complex information
Additional Information
Travel
The job will be Belfast based, with occasional travel required within Ireland and GB.
Training
Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.
Conditions of Employment Salary:
The salary and benefits for this position will be determined according to the experience of the person appointed.
Experience and skills:
Experience (essential):
- Previous experience in a lead service consultancy and delivery role, particularly within the health sector, demonstrating successful outcomes on both a standard and enterprise level.
- More than 3 years’ experience in supporting Service Architects in designing, implementing, and delivering enterprise level IT Managed Services, particularly within the health sector
- ITIL Qualified
- Experience of managing ITIL processes across service towers and third parties (SIAM)
- Experience at Senior management level in a large, complex customer facing organization
- Proven experience in developing and implementing IT processes to achieve transformational levels of change and efficiency
Experience (desirable):
- Commercial acumen
- Good working knowledge of relevant functional systems
- Experience in dealing with and influencing multi-tier management
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.
Be yourself with us, and feel that you belong.
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.
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.