Principal Client Advisory

TTEC; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

TTEC is seeking a Platform Operations & Service Delivery lead in Manila to oversee service requests, platform health monitoring, and capacity planning. The role emphasizes coordinating with technical teams to ensure timely completion of changes and incidents while maintaining high standards of client service.

You will act as a strategic advisor to clients, lead status reviews, and support account management activities to optimize service delivery and outcomes.

Responsibilities

• Oversee platform operations, health monitoring and capacity planning to ensure stability and performance.
• Coordinate incident resolution across Service Desk, Level II/III, and engineering teams with RCA follow-through.
• Manage change requests and drive Change Management cycles with stakeholder visibility.
• Nurture client relationships; act as trusted operational advisor and lead regular status reviews.
• Assist in contract-related activities, SOWs, RFPs, and invoicing inputs; monitor resource utilization.
• Lead transition from project implementation to Day 2 support and drive continuous improvement.

Job description

Platform Operations & Service Delivery

• Oversee the management, trending, and analysis of support and change service requests
• Perform ongoing platform health monitoring and system checks to ensure stability, performance, and capacity
• Prioritize and coordinate work for technical resources to ensure timely completion of service requests and changes
• Drive Change Management cycles and ensure visibility across stakeholders
• Analyze platform performance metrics and implement action plans to address risks or issues
• Coordinate incident and service request resolution from initiation through root cause analysis across Service Desk, Level II/III, and engineering teams
• Serve as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution
• Drive root cause analysis (RCA) follow-through, ensuring corrective and preventive actions are implemented
• Maintain strong working knowledge of supported platforms and apply expertise to client environments
• Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management

Client Relationship & Communication Management

• Build and maintain strong, trusted relationships with client stakeholders
• Act as a strategic advisor and primary operational contact for assigned clients
• Lead regular operational status reviews and business review meetings
• Create and deliver weekly and monthly service reviews to clients, and provide service metrics input and collaborate with internal teams to support quarterly business reviews
• Coordinate communications across Account Management, delivery teams, and third-party vendors
• Proactively assess client satisfaction and identify opportunities for improvement
• Conduct structured client feedback sessions and drive action planning based on outcomes
• Capture and share lessons learned and best practices across internal teams
• Mentor internal resources to ensure high standards of delivery and customer experience

Commercial & Account Management

• Participate in and support contract renewal activities, including scope validation and service alignment
• Partner with Business Development teams to identify account expansion and optimization opportunities
• Assist in the development of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation
• Track project run rates, resource utilization, and support accurate invoicing processes
• Provide inputs to billing and financial reporting, including effort tracking and utilization data
• Support pre-implementation planning, including requirements gathering, level of effort (LOE), and resource planning
• Deliver regular account status updates and key client insights to internal stakeholders

Transition & Continuous Improvement

• Lead and support the transition of clients from project implementation to Day 2 support operations
• Ensure all required support documentation is developed, maintained, and accessible
• Set clear expectations with clients regarding support scope, responsibilities, and service delivery
• Drive continuous improvement in delivery processes, tools, and client experience
• Manage client expectations across ongoing support and project-related activities