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
Solid account and stakeholder management skills
Proven skills in incident and problem management
Excellent written and verbal communication skills
Experience in a support workplace
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