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 solid 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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Solid 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 setting
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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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J-18808-Ljbffr

📌 Operations Manager Sydney
🏢 Adecco Portugal
📍 Sydney