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Service Manager

AT&T Global Network Services Slovakia

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 2 080 EUR/month
  • Contract type: full-time

Job description, responsibilities and duties

The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s. The SM has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the AT&T products and services that are used to support these requirements.

The SM also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements.

• Frequent communications with the customer and internally

• Business Escalation Point

• Regular stewardship reviews to discuss maintenance, provisioning and billing aspects.

• Awareness of customers service performance

• Develop and drive service improvement action plans. Monitoring of conformance to Service Levels

• Good knowledge of operational support models in place

• Expectation management

• Report facilitator and present key messages

• Change Management relating to customer MACDs

• Frequent communications with the customer and internally

• Business Escalation Point

• Regular stewardship reviews to discuss maintenance, provisioning and billing aspects.

• Awareness of customers’ service performance

• Develop and drive service improvement action plans. Monitoring of conformance to Service Levels

• Good knowledge of operational support models in place

• Expectation management

• Report facilitator and present key messages

• Change Management relating to customer MACDs

• Available to and open to take escalations at out of office hours


• Good technical background or experience: IT knowledge, networking

• Good understanding of the AT&T Business portfolio and technology.

• Basic knowledge of financial terminology, contracts, invoicing, Service Level Agreements

• Good interpersonal skills: Empathy; Respectfulness; Ability to initiate corrective action; persuasive and diplomatic

• Ability to multitask in a complex environment and deliver to timescales.

• Ability to work under pressure

• Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.

• Understanding of geographical and cultural, human and business differences.

• Good presentation skills

• Ability to work in isolation and on own initiative in highly pressured situations.

• At least 2 years’ experience in a global network service role, it is of advantage if part of this time is spent with a customer facing role.

• Sales - or Project management experience is an additional advantage.

Working hours: EMEA (approx. 9am-5.30pm)

Location: Bratislava

Contract: Fixed term - Maternity backfill

Salary from 2080 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.

Requirements for the employee

Candidates with education suit the position

Primary education

Language skills

English - Advanced (C1)

Number of years of experience

2

Advertiser

Brief description of the company

Considering we’ve done some pretty impressive work around here, that’s saying something. But we couldn’t have done it without our brilliant people, and you could be one of them. With an average of two patents a day and eight Nobel Prizes to our name, it’s no wonder that for more than a century we have been defining the industry and setting the bar for innovation. This is your chance to do the same. Explore a career with AT&T.

Company address

AT&T Global Network Services Slovakia, s.r.o.
Einsteinova 24
851 01 Bratislava