Operations Manager

Job Description

The High Touch Operations Manager (HTOM) works with our most strategic and impactful customers delivering premium support services.

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• The HTOM leads delivery of Expert Care services to Customers
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• Provides support and builds strong relationships with the customer's operational teams,
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• Co-ordinates all areas of Clients to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
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• Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
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• Co-ordinates other Expert Care resources including Asset Manager, Learning Advisor, High Touch Engineers to deliver the full suite of Expert Care services
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• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.
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• Drives adoption of Expert Care service and Understands customers business requirements and aligns them to services.
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Who You Are \n

We are seeking experts in customer service and delivery with a passion for customer service.

Skills and requirements \n

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• Excellent presentation skills, comfortable with presenting to senior management level
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• Strong account and stakeholder management skills
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• Proven skills in incident and problem management
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• Excellent written and verbal communication skills
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• Experience in a support environment
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• Able to collaborate with a cross-functional team and work under pressure
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• ITIL or project management certifications a plus.
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• A general understanding of technology, networking technologies, and services. Prior experience with Client's products highly regarded.
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• BS/CS/Business or equivalent or 5+ years of experience
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