Remote Senior Client Advisory & Service Delivery Lead

TTEC; Quezon City; Remote; PHP 1,800,000 - 3,000,000; Full time

Job summary

TTEC Digital in Manila, Philippines, is seeking a Principal Client Advisory to join our Managed Services practice. This remote role will be the operational and technical lead for a portfolio of clients, driving service delivery and client satisfaction across the full lifecycle.

You will guide incident management, platform upgrades, and renewals, while collaborating with cross-functional teams to optimize services and revenue. Strong ITIL and CCaaS experience are essential.

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.
• Strong background in client relationship management and consulting.
• Proven ability to manage incident response, change management, and service delivery processes.
• Solid understanding of ITIL frameworks and operational best practices.
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals.
• Demonstrated ability to mentor others and manage technical support teams.
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to work effectively in a remote, global, and cross-functional environment.

Responsibilities

• Lead operational and technical delivery for a portfolio of managed services clients.
• Oversee client platform operations, relationships, and service quality.
• Manage day-to-day delivery, incident response, and change management processes.
• Create and deliver weekly and monthly service reviews with metrics.
• Support transitions from project delivery to Day 2 operations and assist with billing inputs.

Skills

Technical Operations Management

Client relationship management

Incident & change management

ITIL frameworks

Service delivery

Mentoring

Communication

Remote/global collaboration

Tools

Genesys

Five9

Cisco

NICE CXone

AWS Connect

Job description

TTEC Digital in Manila, Philippines, is seeking a Principal Client Advisory to join our Managed Services practice. This remote role will be the operational and technical lead for a portfolio of clients, driving service delivery and client satisfaction across the full lifecycle.

You will guide incident management, platform upgrades, and renewals, while collaborating with cross-functional teams to optimize services and revenue. Strong ITIL and CCaaS experience are essential.