Metro Manila, National Capital Region, Philippines
An experienced professional, having more than 20 years of combined IT, QA, Technical Account Management and Process Improvement experience. A constant contributor through data-driven analysis and execution in any company that he works for.
- Functioning in an Operations Manager Role, regularly working with Customers, Internal Stakeholders, and Partner Vendors to ensure proper execution of IT Service Management (ITSM) practices - Conducting Operations review and touch points, driving action items and closure of Change Request, Incident, Service Request tickets. - Performing billing reviews for Extended Services hours and providing oversight in TTEC digital-driven transformation projects - Serve as liaison for the customer with TTEC Digital
- Serving as primary technology point of contact for assigned programs, facilitating business needs back to the Technology organization. - Partnering with internal and external stakeholders on business needs and executions. - Acting as a conduit between customers and product and service developers, providing customer(s) feedback and insights about the effectiveness of the services provided. - Assisting in identifying client needs so they can be informed of updates or upgrades that may be beneficial to their business. - Assuring new or growth strategies are communicated to Technology in a timely manner. - Assuring the compliance of program technology contractual commitments throughout lifecycle of program. - Supporting customers during sales and discovery phases and providing technical insight while customer(s) are choosing services. - Sr. Manager Job Level
- Assigned to specific client programs and is the primary point of contact to technology for the internal and external clients - Performs management of and communications to the IT team concerning all technology required by the client program including but not limited to desktops, network infrastructure, servers, applications and reports - Executes project management of existing client projects and change requests in support of expansion and/or changes to current infrastructure - Participates closely with the management teams of TeleTech's Operations and other business owners to ensure quality customer support - Attends client meetings and presents updates concerning the program for technology (QBR's, etc)
- Responsible in Management and execution of Service Launch, Facilities Build Out, and Payment Card Industry (PCI) Projects in the Company - Responsible in ensuring Project Management Methodologies are applied throughout the course of the project - Responsible in engaging project team and sponsor (Country Manager, SVP, VP levels) throughout the course of the Project