- Act as the primary technical contact and trusted advisor for assigned managed services customers
- Manage customer technical health, roadmaps, lifecycle, risks, and IT estate alignment with business outcomes
- Translate business requirements into technical solutions and recommendations
- Lead technical reviews, governance forums, QBRs, and service reviews
- Track lifecycle, end-of-life, patching, firmware, obsolescence, capacity, and technical debt risks
- Provide technical governance across incident, problem, and change management
- Lead major incident escalations, root cause analysis, and post-incident reviews
- Drive continual service improvement, automation, optimisation, stability, and performance improvements
- Identify service expansion and modernisation opportunities and support solutioning and scoping
- Coordinate with internal delivery, architecture, security, project, professional services, and portfolio teams
- Manage third-party and vendor technical relationships and escalations
- Record and track service-led opportunities via Salesforce
Requirements
- ITIL v3 / v4 Foundation required
- Proven experience in a technical account management, senior technical support, or technical consulting role within an MSP or IT services environment
- Strong understanding of managed services and broader technology portfolios, including cloud, security, workplace, infrastructure, lifecycle, and professional services
- Broad technical knowledge across networking, Azure, AWS, Microsoft 365, infrastructure, security, and end-user compute
- Experience owning technical roadmaps and leading RCA, major incident, and problem technical resolution
- Strong ITSM toolset capability, specifically ServiceNow
- Ability to translate technical issues into business-relevant insight
- Technical reporting, analysis, and presentation skills
- Experience delivering governance meetings, technical reviews, and QBRs
- ITIL Intermediate or equivalent desirable
- Relevant Microsoft, Cisco, AWS, or security certifications desirable
- Salesforce experience desirable
- Experience with automation/scripting and monitoring/observability tooling desirable
Core Competencies
Demonstrates expertise in technical account management and governance within managed services, with a strong focus on translating business requirements into technical solutions. Proficient in managing technical health, risks, and lifecycle while driving continual service improvement and automation.
Highest-signal resume keywords
- ITIL v3 / v4 Foundation
- Technical Account Management
- ServiceNow Proficiency
- Cloud Technologies (Azure, AWS)
- Technical Reporting and Analysis
Hard Skills
- Technical Roadmap Ownership
- Root Cause Analysis (RCA)
- Incident Management
- Problem Resolution
- Automation/Scripting
- Monitoring/Observability Tooling
Soft Skills
- Communication Skills
- Stakeholder Management
- Presentation Skills
Certifications & Qualifications
- ITIL Intermediate
- Microsoft Certifications
- Cisco Certifications
- AWS Certifications
Industry Keywords
- Managed Services
- Technical Governance
- Service Reviews
- Lifecycle Management
- Professional Services
Tools & Technologies
- Salesforce
- ITSM Toolset
- Microsoft 365
- Networking Technologies
#J-18808-Ljbffr
Technical Account Manager – Managed Services in Peterborough employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
