Service Manager

Resonate Services s.r.o.

Place of work
Contract type
Start date
Wage (gross)
From 1 800 EUR/monthNegotiable - Based on skillset and interview outcome

Information about the position

Job description, responsibilities and duties

Resonate has won various key support engagements within various sectors and require a Service Manager for our Operations centre in Kosice, Slovakia.
This is a key role to manage daily operations of Unified Communications Service. This will be a key role within the Resonate Operations Management team supporting all areas of Incident, Change and Problem management. Service Manger will directly report to Operations Manager in Kosice.
• Managing key aspects of the service, to ensure SLA’s, KPI’s, CSL’s are managed & monitored effectively
• Identifying and establishing 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
• Escalation point for incidents, situations and problems
• Carrying out regular service reviews with customer for areas being managed by the Service
• 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
• 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
• Maintaining all service documentation, such as Service Handbook, RACI, Service descriptions
and other documents
• Managing any claims procedures for missed SLA and producing all relevant documentation /
• Initiating Root Cause Analysis for major incidents and returning to customer
• Will be targeting on MACD / small project revenue

Employee perks, benefits

Various company benefits

Information about the selection process

Your Career

• 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 recognizes higher performance with bigger rewards through a formal annual performance review. We offer you joining a team of highly motivated UC industry experts with high potential of growth into an industry leader, essentially, we are a growing company, when we grow you grow too.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

IT, Telecommunication, Service Management, People Management

Language skills

English - Advanced (C1) and Slovak - Proficiency (C2)

Personality requirements and skills

Skills requirements
• 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:
o IP based telephony (preferably Microsoft Skype for Business / Lync) o Othervoicetechnologies,suchasAvaya,Nortel,Cisco
o Networking(includingWAN/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
• 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.


Brief description of the company

Resonate is an experienced team of experts in Unified Communications. We developed the expertise by leading the delivery of the largest and most complex solution in the world for one of the world’s largest companies. In doing so, we’ve worked alongside many industry experts and developed great relationships with them. Resonate is all about bringing that expertise and those relationships together for our customers.

Resonate will help our customers achieve massive cost savings and we’ll focus on driving the solutions to achieve the removal of legacy equipment.

We have seen a staggering growth in the last five years with an increasing demand for our quality services in the UC arena, this growth is set to rise hence our requirement for top class talent to help grow the company to new heights.

Company address

Resonate Services s.r.o.
Štúrova 27
040 01 Košice - mestská časť Západ


Contact person: Maria Cerna
Tel.: +421908930955
E-mail: send CV
ID: 3964365  Dátum zverejnenia: 8.9.2020  Základná zložka mzdy (brutto): 1 800 EUR/month