Technical Account Manager

Company Description
Our client is an award-winning IT services and solutions provider based in London with over 35 years of experience empowering organizations through technology. Main operations are in IT infrastructure, strengthening cybersecurity, and embracing digital transformation. Services are IT Services, Cloud Migration, AI-Powered Solutions, SOC & Cybersecurity Services, and bespoke Software Development.

About the Role

Looking for a Technical Account Manager (TAM) to join our fast-growing, global team. In this role, you will act as the primary technical liaison between the company and its end clients based in 2 different sites, ensuring seamless delivery of IT services, high customer satisfaction, and identifying opportunities for service growth and innovation.

You will play a vital role in service delivery, client relationship management, and technical advisory, working closely with internal teams and client stakeholders to build long-term partnerships.

Key Responsibilities

Client Relationship Management

• Act as the main technical point of contact for assigned clients.

• Build and maintain strong relationships with stakeholders at all levels.

• Lead service review meetings and provide performance reporting.

• Work with the Service Delivery Manager (SDM) to deliver project plans, CSIP, and issue management.

Service Delivery Oversight

• Ensure SLAs and KPIs are consistently achieved or exceeded.

• Collaborate with internal teams (support, projects, security) to resolve client issues.

• Monitor and report on service health, incidents, and trends.

• Participate in the Change Advisory Board and continuous improvement planning.

• Contribute to service review reports and root cause analysis.

Technical Advisory

• Provide strategic guidance on IT infrastructure, cloud, cybersecurity, and digital transformation.

• Support clients in IT planning and budgeting.

• Translate technical concepts into clear business value for non-technical stakeholders.

• Lead technical discussions and service take-on (STO) activities for new and existing clients.

Documentation & Reporting

• Maintain accurate client documentation (network diagrams, asset inventories, service records).

• Deliver monthly/quarterly technical reports and capacity reviews.

• Ensure technical process documentation and run books are updated regularly.

Essential Skills & Qualifications

• Certifications:

  • MCSA in Server Infrastructure (or equivalent: MCSE, MCP).

  • vSphere Foundations (or equivalent: VCP, VCAP).

  • AWS Certified Cloud Practitioner (or equivalent: AWS Solutions Architect – Associate, AWS SysOps Administrator – Associate).

  • ITIL Certification.

• Strong knowledge of Citrix (management, monitoring, troubleshooting).

• Good understanding of storage appliances (NetApp, IBM, Lenovo, HP).

• Familiarity with Cisco Meraki, Cisco Firepower, routers, and firewall concepts.

• Experience in ITIL frameworks, incident/problem/change management, and project/change management.

• Exceptional communication (written and verbal) and stakeholder management skills.

• Strong analytical, listening, and problem-solving abilities.