TTEC Digital
Managed Services
TechnicalOperationsManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Operations Manager at TTEC Digital. Skills: Platform Operations Management, Client Satisfaction, Commercial aspects, Support Activities. Manage the platform, operational relationships, operations related services. Oversight of the managed technical operations”
Industry & Context.
mitigating risks; develop action plans to resolve stability or capacity issues; root cause analysis; address negative client feedback and prevent recurrence
What They're Looking For.
Must Have
2–4+ years of Technical Operations Management experience, Proven client management capabilities, Hands‑on experience delivering or managing Contact Center technologies
Nice to Have
foundational project management experience
What You'll Do.
operational relationships
operations related services
Oversight of the managed technical operations
Building and maintaining client relationships
Ensuring client satisfaction
Leading managed technical operations account expansion
Assure adherence with client regulations/policies
Manage internal and external communications
Ensure client satisfaction with Managed Services Offerings
Facilitate transition between project and Day-2 support
Participate in management of commercial aspects
Assist with creation of commercial documentation
Requirements gathering and determination of effort
trending and analysis of support/change requests
Prioritize work related to service requests
Own completion of Change Management cycles
Provide adequate visibility internally and externally
Review daily/weekly/monthly platform statistics
Develop Action plans to resolve issues
Coordinate Incident / Service Request resolution
Ensure certification of technical plans
Continuous development and exhibition of platform knowledge
Ensure adherence with client regulations/policies
Organize and Lead regular client Operational status reviews
Coordinate account activities and communications
Interact and communicate with relevant vendors
Build business relationships with all stakeholders
Act as a trusted advisor for client contacts
Distribute and discuss client “lessons learned” discoveries
Proactive “informal” check with client
Ensure client issues thoroughly triaged and SLA’s met
Conduct bi-annual client feedback discussion
Develop effective action plan to address feedback
Communicate all client feedback to account management
Management and assurance of escalations
Timely and effective incident notifications
Drive assurance of resource effort allocation
Arrange site visits with client
Assist account partners and Account Management with client interactions
Assist with the creation of SOW’s
Tracking Project run rates
Ensure proper invoicing
Pre-Implementation requirements compilation
LOE and Resource Management
Obtain solid knowledge of Managed Services offerings
Provide formal account status and communication
Provide important client information to peers and management
Work with account partners to identify relationship expansion opportunities
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
How You'll Work.
Team & Collaboration
Cross-functional coordination; Coordinate account activities and communications with Account Management; Interact and communicate with relevant vendors; Build business relationships with all engagement stakeholders; Assist account partners and Account Management with client interactions; Provide important client information to peers and management; Work with account partners to identify relationship expansion opportunities
Communication Scope
internal and external Communications; client Operational status reviews; client feedback discussion; client information to peers and management
Process & Methodology
foundational project management experience, task planning, timelines, cross-functional coordination
Full Job Description
## Description At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. 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 stabil
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