Remote Client Advisory Lead – Managed Services

Ttecdigital; Manila; On-site; PHP 5,629,000 - 9,381,000; Full time

Job summary

TTEC Digital is seeking a Principal Client Advisory to lead operations for managed services clients, acting as a trusted advisor while managing day-to-day delivery and client relationships. This remote role, based in Manila, requires driving service reviews and partnering with cross‑functional teams to optimize services and ensure client satisfaction.

You will oversee incident management, platform health, and change cycles, while supporting renewals, LOE estimation, and contract documentation.

Qualifications

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on‑prem environments.
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies.
• Solid understanding of ITIL frameworks and operational best practices.

Responsibilities

• Oversee platform operations and service delivery for a portfolio of managed services clients.
• Lead regular operational status reviews and business reviews with client stakeholders.
• Coordinate incident and service request resolution from initiation through RCA across teams.
• Support transition from project delivery to Day 2 operations and assist with billing inputs and LOE estimates.

Skills

Technical Operations Management

CCaaS platforms

Client relationship management

Incident & change management

ITIL & best practices

SOWs & invoicing

Mentoring teams

Stakeholder management

Remote/global collaboration

Tools

Genesys

Five9

Cisco

NICE CXone

AWS Connect

Job description

TTEC Digital is seeking a Principal Client Advisory to lead operations for managed services clients, acting as a trusted advisor while managing day-to-day delivery and client relationships. This remote role, based in Manila, requires driving service reviews and partnering with cross‑functional teams to optimize services and ensure client satisfaction.

You will oversee incident management, platform health, and change cycles, while supporting renewals, LOE estimation, and contract documentation.