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Pooled Service Manager - ASAP


Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: From 1 200 EUR/month
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

Pooled Service Manager (SM) ensures that company´s products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s.
The SM has ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity whenever possible and needed with aligned (pooled) customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the client´s products and services that are used to support these requirements.
SM owns the customer experience, acts as a “gap filler” and builds relationship within the company and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.

Additional information:
• Working hours: EMEA (9:00 – 17:30 CET)
• Language skills: English (fluent)
• Possibility of working fully remote within Slovakia
• Complete training provided

Main duties:
 Point of Client escalation
 Point of internal escalation and enquiry
 Supporting across Assurance, Delivery and Billing
 All products and services including NI and 3rd party
 Providing Client facing reports (ad hoc and rare need only)
 Maintaining Customer specific service guides
 Participation/Leadership on Client calls

Extra ad hoc duties that might be applied:
 Analysis and recommendations based on available data/reports
 Including capacity management, site resiliency
 Creating and managing Service Improvement plans

Employee perks, benefits

- Benefit Plus / Multisport Card
- Meal contrubutions
- Regular NATEK events
- Personal event bonus
- Natek's "5 Years Club"
- Referral Program
- International environment with the possibility to expand your practical knowledge
- Agile spirit and transparent communication with the whole team
- Work in high organizational culture and great professional working atmosphere
- The great vibe of a successful international company
- Flexible working hours
- The transparent recruitment process with clear feedback
- Fast career development and job rotation program (you can develop your career in other Natek departments)

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

zákaznícky servis; customer care agent

Language skills

English - Advanced (C1)

Number of years of experience


Personality requirements and skills

 Ability to work under pressure and when required
 Proactive approach to avoid issues and risks.
 Good understanding of the company´s Business portfolio and technology.
 Familiar with financial terminology, contracts, invoicing, Service Level Agreements
 Very good interpersonal skills: Empathy; Respectfulness; Ability to lead corrective action; persuasive and diplomatic. Common sense is the key!
 Ability to multitask in a complex environment and deliver to timescales.
 Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful
 Understanding of geographical and cultural, human and business differences.
 Presentation skills
 Sufficient seniority to interact at senior levels within an organization
 Ability to work in isolation and on own initiative in highly pressured situations.
 At least 2 years’ experience in a global network service role or 2 years with a customer facing role.
 Sales- or Project management experience is an additional advantage


Brief description of the company

Join one of the most sought-after companies that specialize in IT outsourcing business.

Building on our shared company values – accountability, expertise and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 500 experts, including project managers, programmers and administrators, we are able to effectively support our partners.

Number of employees

500-999 employees