High Touch Operations Manager Japanese Speaking

As part of a great organization, you will be part of a dynamic, fast-paced and supportive team that will build you up as you manage the technical support for some of our biggest customers. You will be given the opportunity to work alongside many Technical Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of our key customers.

The function of a High Touch Operations Manager (HTOM) helps customers maximize network availability and functionality to achieve their business goals. The HTOM delivers the services to customers in need to expertly manage their networks. In this role, you will be "company face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments and being seen as an Operations Leader by both the customer and the team of High Touch Engineers.

We are looking to recruit a candidate keen to further develop their career, who are not afraid of change, eager to grasp complex challenges, working side by side with seasoned engineers across multiple disciplines, and providing leadership to a team of High Touch Expert Care Resources.

This is an opportunity for someone who possesses patience, empathy for customers, and wishes to hone their own skills whilst providing customer value.

Job Description :

Key Objectives of the Role

• HTOM is a directly funded role who

leads delivery of High Touch Expert Care services.

relationship with the customer's operational team

(s), typically Customer Experience Centers, Service Operations or Network Support organizations.

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.

Co-ordinates other Expert Care resources

(i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer's operational efficiency.

operational section of the Monthly Business Review (MBR) and Quarterly Business Review

(QBR), building trust, articulating value and providing point of view.

Attributes to a Successful Candidate

We are looking for talent with the following qualities and skills :

Skills & Requirements

Apply knowledge of how the team relates to other closely related areas to improve the efficiency of their work.