We are seeking a skilled and proactive High-Touch Operations Manager/Incident Manager to lead the delivery of Expert Care services, including PCM, TSOM, and other legacy support services. The HTOM will act as a key point of contact, providing reactive support while building strong relationships with customers’ operational teams, typically within Service Operations or Network Support.
Key Responsibilities
- Lead the delivery of Expert Care services and drive operational excellence.
- Provide reactive support and act as an escalation point to ensure timely incident resolution, maximizing network availability.
- Coordinate with internal resources (e.g., Asset Manager, Learning Advisor, Technical Consulting Engineers) to enhance operational efficiency.
- Facilitate communication between customers and internal teams, keeping stakeholders informed throughout the incident lifecycle.
- Lead the operational segment of Quarterly Business Reviews, articulating value and providing strategic insights.
- Support up to five customers in either a remote or on-site capacity.
- Generate status reports and follow up on open action items and cases to ensure timely resolution.
- Identify training needs and assist in delivering customer training programs.
- Align services with customers’ business requirements to drive value.
- Identify, plan, and manage internal resource needs to support customer operations effectively.
- Promote the adoption of Expert Care services and implement best practices through Operational Assessments.
Qualifications & Skills
- Strong understanding of network operations and service delivery
- Experience in incident management, customer support, or technical operations.
- Excellent communication and relationship-building skills.
- Ability to lead discussions and present insights during business reviews.
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Location: Poland | Remote
