Service Manager (US Working Hours)

Documentation & Governance

• Produce and maintain comprehensive service documentation, including Service Handbooks, RACI matrices, and Service Catalogues.
• Ensure documentation aligns with contractual obligations and is approved by the customer.

Service Transition & Onboarding

• Oversee onboarding of new services to agreed standards, ensuring operational readiness and formal sign-off.
• Contribute to service development and transition projects, including pilots and new deployments.

Proactive & Quality Management

• Promote a proactive mindset across operations teams to identify and resolve issues before escalation.
• Focus on voice quality management, ensuring adherence to proactive and reactive procedures.

Problem & Incident Management

• Lead the problem management process, including root cause analysis and leading of major incidents.
• Manage SLA breach claims, including preparation of supporting documentation and evidence.

Employee perks, benefits

Financial benefits:

• Variable quarterly bonus depending on reaching company’s objectives and individual performance goals (KPIs),
• Referral bonus,
• Contribution to the 3rd pension pillar,
• Childbirth bonus,
• Financial contribution for meals.

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,

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).

Requirements for the employee

Minimum education required

• University education (Bachelor's degree)

Educational Specialization

• IT, Telecommunication, Service Management, People Management

Language skills

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

Number of years of experience

• 3

Personality requirements and skills

TECHNICAL & PROFESSIONAL QUALIFICATION

• Strong understanding of ITIL principles and service lifecycle management.
• Excellent communication and stakeholder management skills.
• Ability to lead cross-functional teams and drive service improvements.

EXPERIENCE REQUIREMENTS

• Analytical mindset with experience in reporting and trend analysis.
• Proven experience in Service Management within Unified Communications or Contact Centre environments.