Technical Operations Manager

We are looking for a Technical Operations Manager to join the Managed Services practice.  This is a remote, telecommute role based in US.

In the role you will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion.  

In addition, the Operations Manager assures adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.)  The Ops Manager also manages internal and external communications regarding the client engagement.  The Ops Manager ensures client satisfaction with Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support.  Finally, the Ops Manager participates in the management of the commercial aspects of the managed services engagement.  This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort.

What you will be doing:

Platform Operations Management

• Management, trending and analysis of historical and existing support and change service requests
• Prioritize work related to service requests for technical resources
• Own completion of Change Management cycles and provide adequate visibility internally and externally.
• Review daily/weekly/monthly platform statistics related to stability and capacity
• Develop Action plans to resolve stability or capacity issues
• Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources
• Ensure certification of technical plans for major implementations and projects
• Continuous development and exhibition of platform knowledge and effective application to the client environment
• Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc.,

Timely and Effective Management of internal and external Communications

• Organize and Lead regular client Operational status reviews
• Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
• Maintain positive and professional demeanor when communicating internally and externally
• Build strong business relationships with all engagement stakeholders
• Act as a trusted advisor for client contacts
• Distribute and discuss client “lessons learned” discoveries

Ensure Client Satisfaction with Managed Services Operations

• Proactive “informal” check with client on Managed Services performance
• Ensure client issues thoroughly triaged and SLA’s met
• Conduct bi-annual client feedback discussion
• Develop effective action plan to address negative client feedback and prevent recurrence of client issues
• Communicate all client feedback to account management and staff
• Management and assurance of escalations and timely and effective incident notifications
• Drive the assurance of resource effort allocation to remain in alignment with client requirements
• Arrange site visits with client to improve ICS/MS understanding of client mission

Ensure effective management of Commercial aspects

• Assist account partners and Account Management with client interactions
• Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation
• Tracking Project run rates, hours utilization and ensure proper invoicing
• Pre-Implementation requirements compilation, LOE and Resource Management for small projects
• Obtain solid knowledge of Managed Services offerings
• Provide formal account status and communication with Account Partner and Account Managers
• Provide important client information to peers and management to facilitate good business decisions
• Work with account partners to identify relationship expansion opportunities

Manage effective transition of Support Activities

• Integrate with and provide feedback to improve delivery methods
• Ensure requisite support reference documentation is created
• Provide direction for client transition to new support model
• Manage client expectations for daily support and ongoing projects
• Manage engagement scope and responsibilities

Skills and experience you bring:

• 2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologies
• Proven client management capabilities, including relationship building, expectation setting, and issue resolution
• Hands‑on experience delivering or managing Contact Center technologies, such as:
• Voice and data network operations
• Computer Telephony Integration (CTI)
• ACD and IVR platforms
• CRM systems and related integrations
• Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment
• Nice to have:  foundational project management experience (task planning, timelines, cross‑functional coordination)