Service Manager (SuccessFactors Support)

Quick Facts

• Role: Service Manager for a support department

• Focus: Customer service delivery, SLAs, escalation management, continuous improvement

• Language: Native Czech or Slovak; fluent English

Description

Own the customer relationship for assigned support customers and ensure high-quality service delivery that meets contractual commitments and agreed service levels (SLAs). Coordinate and prioritize support activities, manage escalations to ensure timely resolution, and monitor/report on service performance, feedback, and open issues. Use understanding of customers’ HR processes to identify optimization opportunities and support change requests and renewals.

Responsibilities

• Serve as the primary point of contact for assigned support customers and conduct regular service reviews

• Deliver support services in line with contractual commitments and SLAs

• Coordinate and prioritize support tasks, monitor progress, and manage escalations

• Monitor and report service performance, customer feedback, support usage, and open issues; agree on corrective actions

• Understand customer HR processes and business priorities to optimize solutions and support services

• Translate service goals into clear priorities and actions for the support team

• Prepare or coordinate service-related offers and change requests; track agreed support scope and consumption

• Handle customer concerns and complaints promptly through to resolution

• Collaborate with Sales and Account Management on new opportunities, additional services, and contract renewals

• Drive continuous improvement by addressing recurring issues and improving ways of working

Requirements

• Proven experience coordinating customer support or service delivery teams and managing customer/vendor relationships

• Native Czech or Slovak and fluent English

• Excellent leadership, communication, negotiation, and customer service skills

• Ability to prioritize competing customer requests and coordinate stakeholders during escalations

• Strong problem-solving skills with a solution-oriented attitude

• Basic understanding of HR processes (in-depth expertise in a specific HR area is an advantage)

• Strong Microsoft Office skills, especially Excel (lookup functions, pivot tables) and PowerPoint

• Self-motivated, organized, and accountable with a proactive approach to customer needs

Benefits

• Internal and external training for continuous learning and growth

• Friendly, informal environment

• Honest and transparent approach

• Working from home as standard (office in Dejvice is a benefit)

• Annual bonus and broad benefits package, plus company computer and iPhone for personal use and above-standard equipment