High Touch Operations Manager
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About the Role
We are seeking an experienced High Touch Operations Manager to act as the primary operational contact for key enterprise customers. You will coordinate customer support activities, manage technical escalations and work closely with cross-functional technical teams to ensure issues are resolved promptly. This is a highly visible, customer-facing position requiring strong service-delivery, stakeholder-management and communication skills. The successful candidate should possess a good understanding of networking technologies and be able to manage challenging customer situations professionally under pressure. Key Responsibilities
Serve as the primary point of contact for customer operational matters, technical issues and service escalations. Build and maintain strong working relationships with customers, internal management and technical-support teams. Represent customer requirements and priorities to post-sales support teams and other relevant stakeholders. Monitor support cases, escalations, action items and service commitments to ensure timely resolution. Provide regular updates to customers regarding critical, high-priority or escalated incidents. Coordinate internal technical resources and cross-functional teams to address customer issues. Conduct weekly or bi-weekly operational review meetings with customers. Prepare and present service reports covering case status, service performance, recurring issues, risks and improvement actions. Conduct quarterly business or service reviews with customers and internal stakeholders. Analyse customer-support trends, service gaps and satisfaction levels, and recommend appropriate improvements. Educate customers on applicable support processes, procedures and escalation channels. Provide regular operational and service-status reports to management. Project-manage customer-facing initiatives and internal service-improvement activities. Track agreed actions and ensure all stakeholders meet their respective commitments. Travel to customer sites for quarterly service reviews or operational meetings when required. Requirements
Bachelor's degree in Information Technology, Engineering, Business or a related discipline. At least 3-5 years of relevant experience in service delivery, technical
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