High Touch Operations Manager

Peoplebank Australia WA; Perth; On-site; AUD 120,000 - 150,000; Full time

Job summary

Peoplebank Australia WA is seeking a High Touch Operations Manager to lead premium support for enterprise customers from Perth, driving rapid incident resolution and value delivery. You will act as trusted advisor and escalation point, coordinating with multiple teams to ensure service excellence.

The role emphasizes strong stakeholder communication, networking expertise, and ensuring alignment of business requirements with technical solutions, with ITIL or project management certification

Qualifications

• Proven experience in service delivery, customer success, or a support operations environment.
• Strong stakeholder management, communication, and presentation skills, including engagement with senior leadership.
• Experience in incident and problem management within enterprise environments.
• Solid understanding of networking technologies and IT infrastructure.
• Cisco products and services knowledge; CCNA/CCNP are highly regarded.
• ITIL or Project Management certifications are advantageous.

Responsibilities

• Lead the delivery of premium support services for key enterprise customers.
• Manage escalations and coordinate internal teams to ensure timely incident resolution and maximise service availability.
• Build and maintain strong relationships with customer stakeholders and operational teams.
• Deliver operational reviews and QBRs, providing insights and demonstrating service value.
• Drive adoption of support services and align customer business requirements with technical solutions.

Skills

Service delivery

Cisco products

Stakeholder management

Incident management

ITIL

Education

ITIL Certification

Tools

Cisco CCNA/CCNP

Job description

• Seekting strong experience with Service Delivery and Cisco Products

• Initial 6 months contract
• Based with Perth CBD
• Seekting strong experience with Service Delivery and Cisco Products

About the role:

High Touch Operations Manager Join a leading technology environment supporting strategic enterprise customers through premium service delivery and operational excellence. As a High Touch Operations Manager, you'll act as the trusted advisor and escalation point for customers, driving rapid incident resolution, stakeholder engagement, and the successful adoption of support services.

Key Responsibilities:

• Lead the delivery of premium support services for key enterprise customers.
• Manage escalations and coordinate internal teams to ensure timely incident resolution and maximise service availability.
• Build and maintain strong relationships with customer stakeholders and operational teams.
• Deliver operational reviews and Quarterly Business Reviews (QBRs), providing insights and demonstrating service value.
• Drive adoption of support services and align customer business requirements with technical solutions.

About You:

• Proven experience in service delivery, customer success, technical account management, or a support operations environment.
• Strong stakeholder management, communication, and presentation skills with the ability to engage senior leadership.
• Experience in incident and problem management within enterprise environments.
• Solid understanding of networking technologies and IT infrastructure.
• Strong knowledge of Cisco products and services, ideally gained through a networking-focused background.
• Cisco certifications such as CCNA or CCNP are highly regarded.
• ITIL or Project Management certifications are advantageous.
• Ability to collaborate across multiple teams and thrive in a fast-paced, customer-focused environment.

Contact:AlsonFernandes - 08 403 - (Job reference: 272572)

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know-we're here to support you.