Service Manager

.This role ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated US MNC’s through direct customer interaction by providing an interface to our key customers and by performing SM related support tasks in support accounts.
The employee will establish and maintain strong relationships of trust and integrity with designated customers, with AT&T Customer Service functions, , and will play a significant role to drive customer issues to completion and to provide a consistent interface to US key customers for all elements of the service delivered. By working within AT&T and other service provider groups the employee ensures that people within these groups understand and respond to requirements.

Candidates are expected to be open to work US hours.

Key aspects of the role involve;

• Frequent communications with the customer and internally
• Business Escalation Point
• Regular meetings with customers to discuss maintenance, provisioning and billing aspects
• Managing multiple tasks in support of Customers and Service communicating with internal functions;
• Awareness of customers service performance,
• Monitoring of conformance to Service Levels
• Initiating continuous improvement cycles and tracking to resolution
• Good knowledge of operational support models in place
• Expectation management
• Report facilitator and present key messages
• Change Management relating to customer MACDs
• Office based.
• Ability to work under pressure
• Proactive approach to avoid issues and risks.
• Consultation, advice and education of the customer on opportunities to improve service and changes in procedures and tools
• Understanding of customer’s network and any critical business usage to enable fact based decision-making for the organisation during problem management.