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IT Service Manager, remote within SVK, 2pm-10:30pm


Place of work
Remote work
Contract type
Start date
Wage (gross)
1 700 EUR/monthStated salary is the minimum we offer. It could be higher based on your experience

Information about the position

Job description, responsibilities and duties

Embrace an amazing opportunity and join NATEK on the position of Service Manager!

Working as Service Manager, the employee will be responsible to maintain overall awareness of day-to-day operational activities and issues. This position will assist in representing client´s delivery teams as appropriate at customer meetings and provide the interface between the customer and IBM team for Day 2 delivery management.
Position will be based in Slovakia, Kosice. This position requires candidate to work in US Eastern or late US ET time zone - e.g. 14.00pm-22.30pm

In addition, the employee will be responsible to:
• Notify Operations teams of SLA impacts.
• Attend Stewardship meetings with IBM.
• Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.
• Ensure Service Requests are properly routed to us and the NI Partner.
• Coordinate delivery of basic and intermediate MACD service requests, including order initiation and performance oversight for work performed by the NI Partner.
• Proactive Incident management to avert high severity issues and business impact.
• Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
• Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
• Occasional out of hours for support of critical outages.
• Timely management escalation to maintain proper visibility and ensuring right resource engagement.
• Managing break fix activities during incidents to provide any workaround or fix.
• Presenting incident summary to customers as required after incident close down.
• Creating Root Cause Analysis report for Sev-1 outages
• Preventing problems to IT services, along with the resulting incidents
• Eliminating recurring incidents
• Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
• Submitting a request for change that will implement the fix
• Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems
• Review and notify IBM of infrastructure changes that may impact the end customer.
• Communicates schedule changes to IBM and the IBM Customer

Employee perks, benefits

• Dedication to support you in your career growth
• Competetive salary
• International environment
• Flexible Work Hours
• Referral Program
• Private Health Care
• Benefit Plus / Multisport Card
• Regular NATEK events
• Relocation Bonus
...and much more!

Information about the selection process

Our hiring process consists of:
1. Quick call from recruiter after reviewing your CV
2. Interview with hiring manager from side of our partner
3. And finally --> the offer and onboarding :)

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization


Language skills

English - Upper intermediate (B2)

Other knowledge

Microsoft Office - Advanced
Cisco Certified Network Associate (CCNA) - Advanced
CCNA routing and switching - Advanced
Incident management - Advanced
Cisco Certified Network Associate (CCNA) - Advanced
Computer Networks - Advanced

Number of years of experience


Personality requirements and skills

If you consider yourself a person, who:
• Is an excellent communicator (verbal, presentation, e-mail)
• Advanced written & spoken English
• Advanced MS Office Skills (Word, Excel, Outlook)
• Project Management
• Change/Incident Management
• Ability to coordinate multiple teams to achieve an objective
• Ability to work under pressure
• Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification
• Works well with others/team work
• Ability to work in a regulated environment


Then don't hesitate to apply for the position of Service Manager and boost your career!


Brief description of the company

Join one of the most sought-after companies that specialize in IT outsourcing business.

Building on our shared company values – accountability, expertise and partnership - NATEK's mission is to deliver high quality IT outsourcing and consulting services in the CEE region. Since 2004, our employees have been participating projects for our partners from all over the world in the most important sectors, including finance and insurance, telecommunications, and IT infrastructure. NATEK has offices in Poland, Bulgaria, the Czech Republic and Slovakia, and thanks to a team of over 500 experts, including project managers, programmers and administrators, we are able to effectively support our partners.

Number of employees

500-999 employees


ID: 3471760  Dátum zverejnenia: 3.11.2022  Základná zložka mzdy (brutto): 1 700 EUR/month