High Touch Operations Manager (Onsite London, England)

itD; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

ItD is seeking a High Touch Operations Manager in London, responsible for managing technical support for major accounts. The role requires over 5 years of incident management experience and DV clearance, emphasizing conflict management and presentation skills. Candidates will engage closely with clients to ensure excellent service levels.

Benefits

Medical, dental, and vision insurance

Paid holidays

401K + matching

Networking & career learning programs

Qualifications

• 5+ years of incident management experience required.
• Strong excel and data analysis skills needed.
• Ability to work calmly under pressure.

Responsibilities

• Support delivery of High Touch Technical Support to major accounts.
• Ensure follow-up and closure of critical problems with customers.
• Coordinate root cause analysis with High Touch Engineer.

Skills

Incident management

Technical experience in networking

Data analysis

Presentation skills

Conflict management

Attention to detail

Education

Bachelor's Degree

Tools

Excel

Job description

High Touch Operations Manager (Onsite London, England)

High Touch Operations Manager (Onsite London, England)

1 day ago Be among the first 25 applicants

itD is a leading, woman- and minority-owned global technology consulting company. We are seeking a High Touch Operations Manager with technical networking experience to join our diverse and dynamic global team.

The role is an onsite role in London, England. The individual selected will be instrumental in helping us continue to deliver excellence to our base of leading global accounts.

You will also interact closely with itD's Communities of Practice, expand your network, and grow your career. This is a unique chance to meet others who think differently and are passionate about challenging the status quo!

Job Title: Technical Operations Manager

Location: London, England (Onsite)

Pay Range: DOE

DV CLEARED- MANDATORY

DV clearance, or Developed Vetting, is the highest level of security clearance in the UK. It's a comprehensive process to determine an individual's suitability for access to extremely sensitive government information and other assets, particularly those classified as TOP SECRET. This clearance is typically required for roles involving substantial unsupervised access to top-secret information, intelligence or security work, or access to classified material from foreign countries or international organizations.

What You'll Do

• Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable
• Ensures follow-up and closure of critical problems with large strategic customers
• Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
• Regularly interacts with customer and internal teams in a coordinated fashion to ensure problem resolution
• Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods
• Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)
• Carries out reporting, SLA calculations and trending analysis
• Holds or contributes to Service Reviews with the customer

Who You Are

• Incident management experience of 5+ years
• Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
• Strong excel and data analysis skills able to extract meaningful information from complex data
• Presentation skills and ability to communicate information across all levels
• Significant conflict management experience with demonstrable examples
• Ability to work calmly with customers under pressure

The internal responsibilities will be as follows:

• Attend regular internal practice community meetings.
• Collaborate with your itD practice team on industry thought leadership.
• Complete client case studies and learning material. (Blogs, media material).
• Build out material to contribute to Digital Transformation practice.
• Attend internal itD networking events (in person and virtual).
• Work with leadership on career fast-track opportunities.

Required qualifications and skills

• DV Mandatory Clearance
• Technology and Networking experience
• Business operations
• Incident management experience of 5+ years
• Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
• Strong excel and data analysis skills able to extract meaningful information from complex data
• Presentation skills and ability to communicate information across all levels
• Significant conflict management experience with demonstrable examples
• Ability to work calmly with customers under pressure
• Attentive to detail and compliance

Preferred qualifications and skills

Heavily weighed and Preferred:

• ITIL v4 foundation
• Technical experience in networking

Education

Bachelor's Degree

Company description

About itD:

We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.

The itD Digital Experience:

Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries.

itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow!

Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at [e-mail] and let us know the nature of your request and your contact information.

Additional info

Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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