Customer Support Operations Consultant
Core
Shape service management process architecture and support pre-sales engagements to enable Managed Services to win and deliver customer outcomes.
Role type
Pre-sales and Service Management Process Consultant
Builds
Scalable, ITIL-aligned service designs and pre-sales content for customer operational needs
Domain
Technology services, Managed Services, IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Business development, pre-sales, strategic partnerships, IT Service Management, process design and architecture, commercial principles, customer interview leadership, customer experience analysis, process mapping tools
Preferred skills
ITIL certification, PMP certification, network operations background, data architecture concepts
Technologies
PowerPoint, Excel, Visio, Lucid
Responsibilities
Drive Managed Services opportunity development across target verticals, Develop opportunity-specific pre-sales content, Manage end-to-end pre-sales support activities, Analyze competitor strategies, Deliver reporting on pipeline health, Design and own ITIL-aligned service management processes
Seniority
Mid-Senior, hands-on IC
