Principal Client Advisory

TTEC Digital is seeking a Principal Client Advisory to join our Managed Services practice. This is a remote, telecommute role based in Manila.

In this role, you will serve as the operational and technical lead for a portfolio of managed services clients, driving service delivery and ensuring excellence across the full client lifecycle. You will act as a trusted advisor, overseeing client platform operations, leading client relationships, and managing day-to-day delivery while maintaining high levels of client satisfaction.

You will play a key role in incident management, platform upgrades, contract renewals, and continuous improvement initiatives, partnering closely with cross-functional teams to resolve issues, mitigate risks, and identify opportunities to grow and optimize services. You will also be responsible for creating and delivering weekly and monthly service reviews for clients, providing service metrics, and collaborating with internal teams to support quarterly client reviews.

In addition, you will help ensure compliance with client standards, including ITIL processes, security, and operational policies, while serving as a central point of coordination for internal and external communications. Additionally, you will support the transition from project delivery to ongoing support (Day 2) and contribute to the commercial success of each engagement by assisting with billing inputs, documentation, gathering requirements, and helping define level of effort for new initiatives.

Transition & Continuous Improvement
• Lead and support the transition of clients from project implementation to Day 2 support operations
• Ensure all required support documentation is developed, maintained, and accessible
• Set clear expectations with clients regarding support scope, responsibilities, and service delivery
• Drive continuous improvement in delivery processes, tools, and client experience
• Manage client expectations across ongoing support and project-related activities

• 6 to 8+ years of experience 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
• Strong background in client relationship management and consulting
• 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
• Demonstrated ability to mentor others and manage technical support teams
• Strong communication, problem-solving, and stakeholder management skills
• Ability to work effectively in a remote, global, and cross-functional environment

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