Service Manager
Resonate Services s.r.o.
Košice, Slovakia (Job with occasional home office)
full-time
by agreement
From 2 300 EUR/month*We are required by law to disclose basic wage component for the advertised positions. We carefully consider your professional qualifications, experience, and shared responsibilities in our compensation package, which may have been negotiable. Our goal is to pay our employee's fairly, with regard to the market situation and we are willing to welcome high-quality candidates.
Information about the position
Job description, responsibilities and duties
This is a key role to manage daily operations of Unified Communications Service within the Resonate Operations Management team supporting all areas of Incident, Change and Problem management.
Service Manger will directly report to Head of Service Management, while bearing the following responsibilities:
• Managing key aspects of the service, to ensure SLA’s, KPI’s, CSL’s are managed & monitored effectively
• Working with customers to identify and establish key measurement steps for aspects of the UCC Service
• Carrying out key reporting and analysis of trends to determine performance and improvement areas
• Initiating Improvement projects for the service and formulating teams / delivery targets
• Managing agreed reporting requirements and ensuring they are delivered regularly and on time
• Escalation point for customer operational issues which include incidents, situations and problems
• Managing escalations and communications with the customer for key issues.
• Carrying out regular service reviews with customer for areas being managed by the Service Manager
• Carrying out key supplier reviews
• Generally responsible for Customer relationship management on a regular formal basis and informal basis
• Responsible for maintaining and hosting regular internal supplier reviews; help desks and resolver groups
• Responsible for maintaining key aspects of the service catalogue
• Responsible for service management input into new service developments / transition – including being part of the project team for Pilot type sites
• Focal point of Service management and operations ensuring services are onboarded to an agreed standard as well as managing the service onboarding checklist and ensuring operational signoff is obtained
• Ensuring proactive management procedures and processes are always adhered to
• A key focus area will be voice quality management and ensuring proactive reactive management procedures are adhered to
• Ensure continual improvements are adhered to for ITIL based service architecture and procedures. Working with the customer and internally to identify further improvements, track service improvements end to end.
• Maintaining all service documentation, such as Service Handbook, RACI, Service descriptions and other documents. Ensuring service documentation aligns with what is contracted
• Managing any claims procedures for missed SLA and producing all relevant documentation / evidence
• Initiating Root Cause Analysis for major incidents and returning to customer
• Identify new opportunities with the customer and refer to account team for further development
We take your career seriously and we will ensure that we provide regular reviews throughout the year to offer continuous feedback and support to inspire you, develop your skills and ensure your personal satisfaction and growth. Our work philosophy recognises higher performance with bigger rewards through a formal annual performance review.
We at Resonate strive to create an environment consisting of people with a wide variety of perspectives while encouraging them to collaborate, and providing the mentorship needed to learn.
We offer you joining a team of highly motivated UC industry experts with high potential of growth into an industry leader. If you’re interested in being a part of a team that’s constantly learning and problem-solving, while delivering quality service support globally, we’d love to talk with you.
Employee perks, benefits
• Variable yearly bonus depending on reaching company’s objectives,
• Referral bonus,
• Contribution to the 3rd pension pillar (1% of gross salary, without a need of employee contribution),
• Childbirth bonus,
• Financial contribution for meals (4€),
Work-life balance:
• Flexible working hours and hybrid working model (incl. home office),
• 2 extra paid vacation days (on top of 20/25) per year after 2 years with the company,
• 2 extra paid days off per year when involved in charitable events,
Wellbeing:
• Multisport card,
• Team-building program,
• Company breakfast every Thursday (on-site),
• Stocked kitchen with free drinks, freshly roasted coffee, and vitamin care packages (on-site),
• Ergonomic work station (on-site),
• Support with setting up the home office workplace,
• Free bicycle garage (on-site),
• Free parking space (on-site),
• Work anniversary present and recognition rewards,
Career plan:
• Annual salary review based on performance,
• Growth assessment,
• Adaptation, training, and development program (upskilling and reskilling, certificates).
Information about the selection process
We reserve the right to contact only those candidates who meet the requirements.
Requirements for the employee
Candidates with education suit the position
University education (Master's degree)
Postgraduate (Doctorate)
Educational Specialization
Language skills
Personality requirements and skills
• Already have been in an existing Operational / Service management role in a senior capacity
• Understand Unified Communications and technologies
• The successful candidate for this role will require good previous working experience of all technologies listed below:
- IP based telephony (preferably Microsoft Skype for Business / Lync)
- Other voice technologies, such as Avaya, Nortel, Cisco
- Networking (including WAN/LAN)
• Candidate must demonstrate ability to deliver outstanding service in a pressure environment
• Ideally ITIL qualifies, or at least understands the purpose and application of ITIL in the IT
function.
• Excellent interpersonal skills, including effective verbal and written communication in English,
and strong influencing and networking skills. They must feel comfortable with discussing all areas of IT with different levels of seniority and converse clearly with all levels of IT competent users.
• Positive attitude towards customer service and demonstrate clear business focus and desire to work.
• Strong teamwork skills and able to work under own initiative when required.
• Demonstrates tenacity and resolve in pursuing critical outcomes.
• Patience and the ability to remain calm under pressure.
• Can do attitude, focused on meeting deadlines and on high quality deliverables.
• Flexible approach to working hours and travel.
• Strong stakeholder management skills and experience working with third party suppliers to deliver products or services.
We are looking for people who
• Enjoy providing the highest level of customer experience;
• Seek a challenging work experience;
• Want to learn and gain greater expertise in their field and future UCC technologies such as
Cloud Solutions and MS Teams
• Enjoy working at a growth company with advancement opportunities;
• Can work hard while having fun, and act in an honest and ethical manner;
• Possess strong working knowledge of English (verbal and written) language;
• Exhibit leadership through personal responsibility, accountability and teamwork.
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Brief description of the company
In doing so, we’ve worked alongside many industry experts and exceptionally talented people within our own organization. Resonate is all about bringing that expertise and those relationships together for our customers to help them achieve tremendous cost savings whilst enabling innovation and removing legacy solutions.
We have seen a staggering growth in the last five years with an increasing demand for our quality services in the UC arena, which has been even further accelerated with the Covid pandemic. This growth is set to rise hence our requirement for top class talent to help grow the company to new heights.