Relationship Manager

Hiring: Relationship Manager – Level 1 | Support Operations

Remote | Full-Time | Philippines

We’re looking for a Relationship Manager (RM1) with strong experience in IT support operations, service delivery, business analysis, and customer/stakeholder management.

This is not a hands-on engineering or development role. The position focuses on customer experience, incident oversight, operational coordination, reporting, and continuous improvement within an enterprise support environment.

Key Responsibilities

• Serve as the primary operational point of contact for stakeholders
• Manage support cases, escalations, expectations, and resolution follow-through
• Monitor SLAs, ticket trends, recurring issues, and operational performance
• Coordinate with support engineers, service managers, and leadership
• Review RCAs and help drive corrective and preventive actions
• Create and improve SOPs, playbooks, and operational documentation
• Analyze support metrics and provide actionable insights
• Identify process gaps and recommend operational improvements

Requirements

• 3+ years of experience in IT support operations, application support, service delivery, or customer-facing technical support
• Strong understanding of ITIL processes: Incident, Problem, and Change Management
• Working knowledge of Microsoft technologies such as Azure, Active Directory, Microsoft 365, Windows, and SharePoint
• Experience with ITSM tools such as ServiceNow or Jira
• Strong analytical and business analysis skills
• Excellent written and verbal communication
• Strong documentation, stakeholder management, and organizational skills

Nice to Have

• Microsoft support or enterprise customer experience
• Experience with RCA, SOP, process improvement, or operational reporting
• Power BI exposure