Principal Client Advisory

TTEC Digital
Manila
Workplace: RemoteFull timeFunction: Consulting & AdvisoryExperience: 6+ yearsSkills: ["Client relationship management","Consulting","Incident response","Change management","Stakeholder management"]

Serve as the operational and technical lead for a portfolio of managed services clients, overseeing platform operations and day-to-day service delivery. Lead incident management, platform upgrades, change management, and root-cause follow-through across support and engineering teams. Build trusted client relationships, run weekly/monthly service reviews and quarterly business reviews with metrics, and coordinate cross-functional/internal communications. Support client transitions to Day 2 operations and assist with SOWs, renewals, and invoicing inputs while ensuring ITIL and security compliance.

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FursaFursa
TTEC Digital
TTEC Digital
3 days ago

Principal Client Advisory

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Serve as the operational and technical lead for a portfolio of managed services clients, overseeing platform operations and day-to-day service delivery. Lead incident management, platform upgrades, change management, and root-cause follow-through across support and engineering teams. Build trusted client relationships, run weekly/monthly service reviews and quarterly business reviews with metrics, and coordinate cross-functional/internal communications. Support client transitions to Day 2 operations and assist with SOWs, renewals, and invoicing inputs while ensuring ITIL and security compliance.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Consulting & Advisory
Seniority: Manager level

Key Responsibilities

  • •Oversee management, trending, and analysis of support and change service requests.
  • •Perform ongoing platform health monitoring and capacity/performance checks to ensure stability.
  • •Coordinate work for technical resources and drive change management with stakeholder visibility.
  • •Manage incident and service request resolution through root cause analysis across support and engineering teams.
  • •Lead client operational leadership, including service reviews, client communications, transitions to Day 2 support, and compliance with ITIL/security processes.

Key Requirements

  • •6 to 8+ years in Technical Operations Management, preferably in contact center cloud or on-prem environments.
  • •Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies.
  • •Proven ability to manage incident response, change management, and service delivery processes.
  • •Solid understanding of ITIL frameworks and operational best practices.
  • •Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals.
Experience:6+ yearsContact centerCloudOn-premCCaaSManaged services
Skills:Client relationship managementConsultingIncident responseChange managementStakeholder management
Tech Stack:ITILGenesysFive9CiscoNICE CXoneAWS Connect

Company Brief

TTEC Digital
Provides digital customer experience consulting, technology and managed services, delivering CX platforms, automation, analytics, and design to help enterprises transform customer engagement across channels.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
WebsiteLinkedIn