Service Manager (Project: SP) - Fixed term contract at AT&T Careers - AT&T Careers
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Service Manager (Project: SP) - Fixed term contract

Bratislava, Bratislava, Slovakia

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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 in this role will support a large module of Clients (~25) and will engage and support reactively dependent on the issue.

The SM builds and maintains relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.
- 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
- Analysis and recommendations based on available data/reports
- Including capacity management, site resiliency
- Creating and managing Service Improvement plans
- Maintaining Customer specific service guides
- Participation/Leadership on Client calls

Roles and Responsibilities:

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

Key Competencies and Skills:

Ability to work under pressure and when required outside business hours. • Good understanding of the AT&T Business portfolio and technology. • 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. • Ability to work in isolation and on own initiative in highly pressured situations.

Education and Qualifications:

Any certification or qualification in support of the competencies above would be an advantage

Additional Information:

US working hours. Salary from 1560 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience. Recruiter: Katarina Rakova - kr947j
Job ID 1910750-I Date posted 08/02/2019

I will never regret my decision to start working in AT&T. It's changed my life.

Pros

Higher salary than the average in the region. Good cooperation within team and other teams. Opportunity to grow - you are not stuck in one position if you have the will to go further.

Cons

There is a great fluctuation of people in some teams which make it difficult to rely on co-workers. Sometimes it is tough to understand all those English accents from all around the world

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Perks

  • Health Coverage

    On top of sickness compensation, you’re covered with a private medical program, plus extensive life and disability insurance.

  • Employee discounts

    All our people earn discounts on the latest and greatest AT&T products and services.

  • Bonuses

    Earn extra pay for major life events and our annual team awards.

  • Team building events

    Connect with your coworkers at sports games, cultural events and other outings.

  • Lifestyle discounts

    Make your life better and more fun with discounts on select tickets, memberships and more.

  • On-site parking

    Parking right by your office makes travelling to work even easier.

  • Educational Opportunities

    Our award-winning AT&T University can help you learn new skills and grow your career.

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