Remote Strategic Client Operations Lead, Managed Services

TTEC Digital; Manila; On-site; PHP 180,000 - 280,000; Full time

Job summary

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

You will act as trusted advisor, oversee platform operations, manage incident response, changes, renewals, and continuous improvement, partnering with cross-functional teams to resolve issues and grow services.

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.

Responsibilities

• 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.
• 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.

Skills

Client relationship mgmt

Incident response

Change management

Service delivery

ITIL

Stakeholder mgmt

Remote collaboration

Tools

Genesys

Five9

Cisco

NICE CXone

AWS Connect

Job description

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

You will act as trusted advisor, oversee platform operations, manage incident response, changes, renewals, and continuous improvement, partnering with cross-functional teams to resolve issues and grow services.