Client - Global IT leader
Rate - $600/day - $650/day
Location - Perth
Contract Role

Our client is a Global IT leader. They are looking for an experienced Operations Manager to work with mission-critical customers ensuring they receive premium-level service.

About the role -

The role is reactive in its delivery, responding to designated key Enterprise and Commercial customers' incidents and outages, additionally providing operational reporting of their environment. Whilst predominantly reactive in nature the role has a strong customer relationship focus with the customers internal service management and technical teams. The ability to communicate with a senior management / executive audience is must for this role.

Responsibilities -

• Provides support and builds strong relationships with the customer's operational teams
• Co-ordinates all areas within the organization to assist the customer in resolving their incidents as quickly as possible, maximizing availability.
• Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
• Ensure proper delivery and sales of product and service solutions. Identify needs for and assist with creation of customer training
• Conduct Quarterly Business Review (QBR) to present operational issues/activity, customer satisfaction and gap analysis to customer and internal personnel.

Skills and requirements

• BS/CS/Business or equivalent or 5+ years of experience within customer support
• Strong project management, influencing and negotiation, critical thinking, and decision-making skills
• Hands on experience in a support environment
• Able to collaborate with a cross-functional team and work under pressure
• ITIL or project management certifications a plus
• Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations

If you are interested, click on the APPLY NOW button and send through an updated copy of your CV immediately.

Jyoti Dua
Divisional Manager
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