Service Support Manager EMEA - Global Service Mgmt Team (maternity backfill / up to 3 years fixed term contract)

The Service Support Manager (SSM) is supporting the Service Managers (SM) who are responsible 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 SSM will support the SM in achieving these goals.
The SSM 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 stakeholders in AT&T
• Business Escalation Point
• Regular checkpoints with internal AT&T functions to discuss maintenance, provisioning and billing aspects.
• Address and lead the resolution of issues with clients of various functional areas: Maintenance, provisioning and billing
• Awareness of customers service performance
• Support service improvement action plans where applicable.
• Monitoring of conformance to Service Levels
• Good knowledge of operational support models in place
• Expectation management
• Report facilitator and present key messages
• Change Management relating to customer MACDs
• Understanding of your customers network and any critical business usage to enable fact based decision-making by yourself and the organisation during problem management.
• Proactive approach to avoid issues and risks.
• Office based
• Available to and open to take escalations at out of office hours

Key Competencies and Skills:
• Fluent English including excellent written English
• Sufficient technical skill in Telecommunication.
• Good knowledge of office tools (Excel, Word, PowerPoint)
• Sufficient technical background or experience : IT knowledge, networking
• Basic knowledge of financial terminology, contracts, invoicing, Service Level Agreements?
• Good interpersonal skills : Empathy ; Respectfulness ; Ability to initiate corrective action; persuasive and diplomatic
• Ability to multitask in a complex environment and deliver to timescales.
• Ability to work under pressure
• Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
• Understanding of geographical and cultural, human and business differences.
• Good presentation skills
• Ability to work in isolation and on own initiative in highly pressured situations.
• Project management experience is an additional advantage.

Education and Qualifications::
University degree

Additional Information: Qualifications :
Location: CBC office, Bratislava
Working hours: EMEA hours with expected flexibility

Annual Bonus
Meal Vouchers
Paid Annual Leave