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Shared Services Network Service Advocate IBM UK.

Košice, Kosice, Slovakia

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The Service Advocate or Service Manager is a customer facing role performing a single point of contact for the Shared Network Services (SNS) in UK (multiple locations). The SM will run regular Operation Service meetings providing the customer a view on the service performance. Act as escalation point for service issues. Set and agree together with the Customer delivery priorities. Maintain Customer Service Guide. Represent AT&T UK SNS service in the IBM Change Approval Board. The SM will be expected to establish a strong relationship with the IBM SNS DPE and Service Delivery Managers. Drive all SNS related issues to completion and increase customer satisfaction. SNS covers the P2P (Point to Point) service provided by external provider and managed by AT&T for our Customer, the Global Shared Network Infrastructure within IBM’s Data Centers in UK where we provide a shared connectivity towards multiple IBM customers and services

Roles and Responsibilities:
• Communicating with IBM and internal functions as required.
• Customer Escalation point for all maintenance, provisioning and billing aspects of the customer’s service.
• Identify AT&T revenue/sales opportunities.
• Participate in the Global Shared Service Infrastructure processes.
• Develop, maintain and track Service Action plans.
• Work with IBM SNS DPE/SDM in setting at&t Delivery prioritizations.
• Provide expert knowledge of operational support models.
• Ability to work under pressure and when required outside business hours.
• Having a good understanding of IBM’s Shared networks and any critical business usage to enable fact based decision-making during problem management.
• Mainly office based although business travel with overnight stays at short notice may be required.
• Follow at&t standard SM processes like CSAT, Health check, Stewardship reviews are performed within the required timing.
• Provide all needed customer and internal reporting within due time. (RCA, MOR, ..)
• Maintain customer service information within AT&T repositories. (CLIP,…)
• Have a strong relationship with AT&T Delivery organizations and Third-party service providers.

Key Competencies and Skills:
• Fluency in English. (Both written and verbal)
• Strong interpersonal skills.
• Ability to multitask in a complex environment and deliver to timescales.
• Knowledge about IBM’s Security policy, problem and change management process is an advantage.
• Basic technical knowledge about network functionality is needed.
• Good knowledge of Office tools (Excel, Word, PowerPoint)
• Good understanding of the AT&T Business portfolio and technology.
• Familiar with financial terminology, contracts, invoicing, Service Level Agreements.
• Pragmatic, lateral thinking and problem solving skills.
• Good presentation skills.
• Sufficient seniority to interact at senior levels within AT&T organizations and at technical and supervisory level at the customer.
• Ability to work in isolation and on own initiative in highly pressured situations.
• Previous experience in a Service Management role is an advantage.
• Previous customer facing experience is an advantage.

Education and Qualifications:
• Familiar with financial terminology, contracts, invoicing, Service Level Agreements.
• Pragmatic, lateral thinking and problem solving skills.
• Good presentation skills.
• Sufficient seniority to interact at senior levels within AT&T organizations and at technical and supervisory level at the customer.

Additional Information:
Salary from 2020 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.
Job ID 1909681-2I Date posted 03/12/2019

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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