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Service Operations Executive (BlueSky - US hours)


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Job Details

Company AT&T

Job Title Service Operations Executive (BlueSky - US hours)

Jobid att4-3984165

Location: USA

Description Single Point of Contact (SPOC) as the Commercial Account Focal Point to the IBM Project Office, the Client and within AT&T for one or more accounts of various size (small/medium/large) with both simple and complex support environments, for all services AT&T delivers to the Bluesky customer.

**Roles and Responsibilities:**

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

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:**

Working hours: US (2pm-10.30pm CET)

Location: Bratislava or Kosice

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