Business Process Consultant

Job Description

Main purpose of the job

The main purpose of a Telefónica Tech Business Process Consultant (for Health) is to assist Service Architects in the service design elements of service process planning and implementation opportunities, aligning with Telefónica Tech's strategic delivery of health services, act as the Business Process interface between the customer and Telefónica Tech, and 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.

Main Duties and Responsibilities

• Assist Service Architects in the service design and process planning, linking with customer and internal stakeholders.
• Work closely with service delivery and project teams on new projects and services, supporting implementation activities, direction, and advice on service process and delivery.
• Act as a subject‑matter expert on service processes, providing understanding of processes across all service delivery – Technical, ITIL, and supporting business functions.
• Prepare, deliver, and manage outcomes from Customer Service Workshops (e.g., Service Discovery, Service Improvements, Process Definition).
• Plan, test, and deliver service implementation and improvement initiatives.
• Maintain commercial awareness of cost models and contract reviews & alignment assessment.
• Author, validate, and maintain service descriptions.
• Assist in program and project planning, including transformation of IT service processes into runbooks and guides.
• Introduce key IT service roles and processes to bridge between the customer and internal/external IT suppliers.
• Support Service Architects, program/project/transition management in the effective transfer of ICT services to new service designs.
• Define standards for existing Telefónica Tech IT teams to adopt ITIL‑based service management.

Note: This job description is subject to ongoing review as new demands and best working practices are considered, agreed, and implemented.

Qualifications

Experience (essential)

• Lead service consultancy and delivery experience, particularly within the health sector, demonstrating successful outcomes at standard and enterprise levels.
• More than 3 years supporting Service Architects in designing, implementing, and delivering enterprise‑level IT managed services in the health sector.
• ITIL qualified.
• Experience managing ITIL processes across service towers and third parties (SIAM).
• Senior management experience in a large, complex customer‑facing organization.
• Proven experience developing and implementing IT processes to achieve transformational change and efficiency.
• Commercial acumen.
• Good working knowledge of relevant functional systems.
• Experience dealing with and influencing multi‑tier management.

Personal skills

• Articulate and clear communicator.
• Ability to translate 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: Belfast based with occasional travel required within Ireland and GB.

Training: Internal training on products and services will be provided. Staff are expected to keep abreast of new developments that impact their area of responsibility. Personal training related to the role will be provided as part of the company’s overall personnel development program.

Conditions of Employment – Salary: Salary and benefits will be determined according to the experience of the person appointed.

Equal Opportunity: 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 Women’s network, Employee Resource Groups for diversity and inclusion, pride, neurodiversity, heritage networks, and sustainability.

We do not believe hiring is a tick‑box exercise, so if you feel that you don’t match the job description 100 % but believe you would be a great fit, please get in touch.