Global Service Management - Service Manager - reactive support

Location: CBC, Karadzicova 8/A, Bratislava
Working hours: US time (afternoon shifts)

The Service Manager provides a consistent interface to our key customers for all elements of the service and ensures that actions are taken within AT&T to drive improved customer satisfaction. This Service Manager position will be managing a high number of designated global strategic MNCs, however the role has been adapted to be primarily reactive in content, allowing this team of particular Service Managers to support an increased volume of accounts. The SM is still be expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times and the SM will work with other AT&T teams to drive all customer issues to completion and to increase customer satisfaction.


Key aspects of the role include:

• Communicating with our customers and internal functions as required
• Taking ownership of escalated issues and pushing for resolution
• Customer contact and escalation point for maintenance, provisioning and billing aspects of our service
• Providing assistance in AT&T revenue management
• Understanding and having a clear working knowledge of AT&T operational support models and how to utilize them is support of Customer issues.
• Ability to work under pressure and to consistently demonstrate high levels of Customer focus and commitment.
• Achieving a good understanding of your Customers, their network and any critical business usage.

• Please note: these roles are to support AT&T Customers located in our CCLA/US region and will therefore require working US East Coast hours – precise hours to be discussed at intervie