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

- The HTOM leads delivery of Expert Care services to Customers
- Provides support and builds solid relationships with the customer's operational teams,
- Co-ordinates all areas of Clients to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
- 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.
- Co-ordinates other Expert Care resources including Asset Manager, Learning Advisor, High Touch Engineers to deliver the full suite of Expert Care services
- Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value, and providing a point of view.




- Drives adoption of Expert Care service and Understands customers business requirements and aligns them to services.

Who You Are

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

Skills and requirements

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

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📌 Operations Manager (Sydney)
🏢 Adecco Portugal
📍 Sydney