High Touch Operations Manager

Role:

• HTOM is a directly customer funded role who leads delivery of Expert Care services(including PCM,TSOM and legacy TS/SP Advantage,FTSservices).
• Provides reactive support and builds a relationship with the customers operational team(s), typically Service Operations or Network Support.
• Co-ordinates all areas of company to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customers operational efficiency.
• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
• An HTOM is typically designated to up to 5 customers and can be remote or on site.
• Provide status reports to stakeholders.
• Follow up on open action items and cases to ensure commitments are met.
• Builds a relationship with customers operational team(s).
• Identify need for and assist with delivery of customer training.
• Understands customers business requirements and aligns to company services.
• Identify, plan for and manage resource needs within company.
• Drives adoption of Expert Care services.
• Uses Operational Assessments to recommend best practice processes to improve customer's operations.

Required qualifications and skillsEscalation Management:
- Automatic engagement on all sev 1 & 2 cases
- Critical Alert Summary, resource coordination, communications management
- Assistance on sev 3 & 4 cases as requested or required
Weekly SR Call:
- Coordination of weekly meeting to review all open cases
- Publishing of a weekly report with actions and details
Custom Reporting:
- Detailed SR-related information available upon request
- Routing of any additional requests to proper teams
Quarterly Business Review:
- Organizing onsite business review with full team
- Reporting, analyzing, & presenting operational data
- Delivering specific recommendations based on trendsPreferred qualifications and skills

• Cisco experience a plus