Relationship Manager (IT/Servicedesk background)

Job Title: Relationship Manager

Location: Remote

Schedule: US Hours

OVERVIEW:

The Relationship Manager (RM1) acts as the primary operational and relationship point of contact for support engagements. This role focuses on customer satisfaction, operational excellence, incident oversight, and cross-team coordination, supported by a solid understanding of technologies and enterprise IT support processes. This is not a hands-on engineering or development role. The RM1 leverages technical awareness to effectively communicate with internal technical teams. The Operations Center Relationship Manager (RM) is an essential team member to help identify cases where customer sentiment and experience are at risk. The RM is customer-centric and has a high EQ to help our internal support teams better interact with our customers to gain further trust and resolve issues quickly. This role will represent our customers mindset to our internal support teams and offer guidance/advise on how to improve customer experience.

RESPONSIBILITIES:

Customer & Relationship Management

• Serve as a trusted point of contact for stakeholders, ensuring clear communication, timely updates, and expectation management.
• Advocate for customer needs while balancing operational constraints and internal processes.
• Handle escalations professionally and ensure issues are driven to resolution.

Incident & Operational Oversight

• Oversee support cases and escalations, ensuring accurate documentation and compliance with defined processes (CB/DfM/CSI or similar tools).
• Track SLAs, identify recurring issues, and drive corrective actions in collaboration with technical teams.
• Review RCA documentation and ensure preventive actions are implemented.

Process & Quality Management

• Ensure adherence to support processes, quality standards, and
• engagement guidelines.
• Contribute to SOPs, playbooks, and knowledge base improvements.
• Identify process gaps and recommend operational improvements.

Cross-Team Collaboration

• Act as a bridge between customers, support engineers, service managers, and leadership.
• Coordinate with internal technical teams to clarify issues, dependencies, and resolution timelines.
• Support onboarding and knowledge transfer for new RMs when required.

Reporting & Insights

• Analyze operational metrics (ticket trends, SLA performance, recurring issues).
• Provide data-driven insights to leadership to improve support outcomes and customer experience.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Business, Engineering, or a related field or equivalent practical experience.
• 3+ years of experience in IT support operations, application support, service delivery, or customer-facing technical support roles.
• Strong understanding of ITIL-based support processes (incident, problem, change management).
• Working knowledge of technologies (e.g., Windows, Azure concepts, Active Directory, M365, SharePoint) sufficient to understand and communicate issues.
• Experience using ITSM tools such as ServiceNow or JIRA.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and stakeholders.

PREFERRED QUALIFICATIONS:

• Experience in a support or enterprise customer environment.
• Exposure to process improvement, operational reporting, or business analysis.
• Experience creating or reviewing SOPs, RCAs, and operational documentation.
• Power BI or reporting exposure is a plus, not required.

Pay: From Php54,000.00 per month

Benefits:

• Work from home

Application Question(s):

• Do you have ITIL certification?
• What tools/platforms have you used in managing tickets/requests/incidents?
• Do you have experience in working nightshifts?

Work Location: Remote