High Touch Operations Manager

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High Touch Operations Manager- Feltham- 6-12 Months.

Required Skills:

* Incident Management experience (either as Major Incident Manager or as part of other role, eg Service Delivery Manager, NOC Manager etc.)

* Service Delivery experience (either as Service Delivery Manager or delivering to customers as part of an Account team)

* Communication skills (will need to present in front of CxO-level stakeholders, and be confident doing so)

* Experience managing Enterprise customers (very large, global accounts)

Desired Skills/Qualifications/System Experience requirements:

* ITIL v3 Foundation is essential

* ITIL Service Operations or Continuous Service Improvement (CSI) desirable

* Experience in network environment (either as engineer, or other role)

Job role:

* Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable

* Ensures follow-up and closure of critical problems with large strategic customers

* Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution

* Regularly interacts with the clients customer and internal teams in a coordinated fashion to ensure problem resolution

* Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods

* Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)

* Carries out reporting, SLA calculations and trending analysis

* Holds or contributes to Service Reviews with the customer