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SK - Global Service Mgt - Service Manager EMEA (fixed term/ maternity cover)


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Job Details

Company AT&T

Job Title SK - Global Service Mgt - Service Manager EMEA (fixed term/ maternity cover)

Jobid att4-3908214

Location: USA

Description 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.

**Roles and Responsibilities:**

• 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

• Expert knowledge of operational support models in place

• Expectation management

• Report facilitator and present key messages

• Change Management relating to customer MACDs

• Improving customer’s service experience and contributing to Revenue Acceleration by identifying opportunities for redundancy/upgrades and back up services.

• Understand your customers’ network and any critical business usage to enable fact based decision-making by yourself and the organization during problem management.

**Key Competencies and Skills:**

• Ability to work under pressure and when required outside business hours.

• Proactive approach to avoid issues and risks.

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

• Familiar with financial terminology, contracts, invoicing, Service Level Agreements

• Very good interpersonal skills : Empathy ; Respectfulness ; Ability to lead corrective action teams ; persuasive and diplomatic

• 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.

• Very good 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 4 years’ experience in a global network service role, of which at least 2 years with a customer facing role.

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

**Education and Qualifications:**

• University degree

• Fluent English including excellent written English

• Good technical background or experience : IT knowledge, networking

• Good technical skill in Telecommunication.

• Good knowledge of office tools (Excel, Word, PowerPoint)

**Additional Information:**

Fixed term role - maternity cover

Location: Bratislava, CBC office.

Working hours: EMEA with expected flexibility if and when needed.

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