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Service Manager


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Job Details

Company AT&T

Job Title Service Manager

Jobid att4-4210541

Location: USA

Description The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements. 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.

**Roles and Responsibilities:**

- For the clients that are supported, provide overall ownership of the customer service experience focusing on all issues associated with implementation and maintenance.

- Represent our Customers best interests and work closely with functional partners in the Customer Services organisation (Service Assurance, Project Management and Service Delivery) to proactively identify and drive improvements to Customers service.

- Manage and participate in operational forums for resolution of generic issues and initiate service improvements based on customer feedback.

-Coordinate with LA, EMEA and AP on international issues and projects

- Own and drive IBM PE/DPE escalations

- Own and drive vendor escalations (cost, inventory, and performance), support creation and presentation of Root Cause Analysis documentation

- Drive opportunities for network re-design as appropriate

- As applicable, provide SOE support for accounts in transition

- Service Excellence (including SLA Attainment)

- Provides work direction and distribution, skills management and development, staffing, client interaction etc.

- Virtual matrix team management: manage resources and services throughout AT&T (including standard offerings like MRS, EVPN, AVPN, etc., and non-standard offerings) to provide a seamless, effective, high-quality customer experience

- Effectively Manage Cost through Efficiency and Containment Efforts

- Manage compliance with Security and Controls requirements

- In partnership with AT&T Sales and Marketing, Pursue New Business Opportunities and Growth Attainment

- Improve and maintain Client Satisfaction

**Key Competencies and Skills:**

Customer Interface:

Demonstrated ability to professionally and effectively interface with customers. Can effectively communicate complex concepts, services, and solutions. Ability to listen to and question the customer, evaluate customer concerns and propose solutions for internal and external audiences.

Personal and Leadership Effectiveness:

The ability to take initiative and to respond appropriately and professionally to demands and challenges and work across business units with various levels of management

Problem Solving:

Identifying and applying solutions to problems or opportunities; developing innovative or creative solutions to problems or opportunities that defy traditional or previously tried solutions.

Risk Management:

Recognizes the implications/consequences of situations, actions, jeopardies, or changing conditions and initiate responses to remove obstacles and implement solutions.

**Education and Qualifications:**

Ability to influence and gain commitment at all levels of the organization

Strong facilitation, oral and written communication skills

Knowledge of Project Management principles and ability to apply leadership techniques in diverse situations

Ability to frame client issues and identify the problem

The candidate must be able to work in a multi-cultural, multi-national environment and have the ability to work with technical & non-technical personnel.

As a representative of the company with our clients, the applicant should have experience in a customer facing environment and be able to demonstrate a professional approach at all times.

Ideal candidate should have one of the following backgrounds: PIM, PM, Service Manager, Escalation Manager, System Engineer

Ideal candidate should possess one or more of the following certifications: CAPM, PMP, Prince2®, ITIL, CCNA or CCDA

**Additional Information:**

Location: Bratislava or Kosice

Contract: unlimited

Working hours: EMEA with flexibility as per client need

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