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Service Manager


Bratislava, Slovakia

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.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.

Roles and Responsibilities:

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.

Key Competencies and Skills:

- Good understanding of the AT&T Business portfolio and technology.
- Basic knowledge of financial terminology, contracts, invoicing, Service Level Agreements
- Good interpersonal skills : Empathy ; Respectfulness ; Ability to initiate corrective action; persuasive and diplomatic
- Sufficient seniority to interact at senior levels within AT&T organisations
- Ability to multitask in a complex environment and deliver to timescales.
- Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
- Understanding of geographical and cultural, human and business differences.
- Good presentation skills – bringing things ‘to the point’.
- Ability to work in isolation and on own initiative in highly pressured situations.
- At least 2 years experience in a global network service role, it is of advantage if part of this time is spent with a customer facing role.

Education and Qualifications:

- University degree
- Fluent English including excellent written English
- Strong interpersonal skills; positive communication, negotiation skills, interaction skills to deliver positive customer service
- Good technical background or experience : IT knowledge, networking
- Good technical skill in Telecommunication.
- Good knowledge of office tools (Excel, Word, PowerPoint)

Additional Information:

This position will be required to support US working hours.