Manager of Technical Account Management in Manchester

• The Manager Technical Account Management is responsible for leading, developing, and supporting a high-performing team of Technical Account Managers while maintaining their own portfolio of strategic customers
• Working alongside a peer TAM Manager, this role helps drive consistency, customer satisfaction, service quality, and continuous improvement across the global TAM function spanning the United Kingdom, Netherlands, Australia, and Manila
• This is a player-coach role, balancing people leadership with hands-on customer engagement. The role holder directly manages a team of 5-6 TAMs while personally owning a portfolio of 10-12 customers as a Technical Account Manager
• The Manager Technical Account Management ensures TAMs are successfully executing their responsibilities, delivering measurable customer outcomes, driving customer retention, and maintaining high standards of technical and service excellence
• The role also acts as a key member of the Client Services leadership team, contributing to strategy, operational improvements, resource planning, and talent development across the global TAM organisation
• Lead, coach, and develop a team of 5-6 Technical Account Managers, ensuring high performance, engagement, and career growth
• Partner with the peer Manager Technical Account Management to jointly lead the global TAM function, driving consistency across teams located in the UK, Netherlands, Australia, and Manila
• Maintain direct ownership of a portfolio of 10-12 customers as a Technical Account Manager, acting as a strategic technical advisor and executive stakeholder contact
• Drive customer retention and satisfactionby ensuring TAMs consistently deliver measurable customer outcomes, value realisation, and exceptional service experiences
• Oversee the quality and consistency of TAM deliverables, including technical roadmaps, TAM Scores, Quarterly Business Reviews, health checks, and continuous improvement plans
• Act as the senior escalation pointfor complex customer, service, and technical issues, ensuring timely resolution and effective stakeholder management
• Manage team capacity, utilisation, and resource allocation, balancing customer demand with operational priorities and employee wellbeing
• Build strong relationships with internal stakeholders, including Service Delivery Management, SOC Operations, Professional Services, Sales, and Client Services leadership teams
• Contribute to the strategy, development, and continuous improvement of the global TAM function, including processes, methodologies, tooling, reporting, and best practices
• Support business growth and portfolio expansionby identifying opportunities to improve customer security maturity, increase service adoption, and strengthen long-term customer partnerships

• Demonstrated experience leading, coaching, and developing high-performing teams
• Familiarity with service management frameworks and operational governance practices (e.g., ITIL, KPI/SLA management, customer success methodologies)
• Ability to understand and advise on end-to-end customer environments
• Proven ability to balance operational leadership, people management, and direct customer ownership within a player-coach environment
• Significant experience in a customer-facing technical role (e.g., Technical Account Manager, Security Consultant, Service Delivery Manager, Customer Success Manager, or similar)
• Preference: Experience managing distributed or global teams across multiple geographies and time zones
• Strong ability to interpret security metrics and performance data and translate them into clear, risk-based recommendations and executive narratives
• Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships
• Proactive, accountable, and customer-focused leader with a strong sense of ownership and a commitment to developing people and delivering exceptional customer outcomes
• Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications are desirable
• Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery
• Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence
• Experience with security technologies such as SIEM, EDR and SOAR
• Experience delivering and coaching others in the delivery of Quarterly Business Reviews (QBRs) and executive-level presentations
• Ability to engage and influence senior customer stakeholders and executives including CISOs, Heads of Security, CIOs, and senior IT leadership
• Proven experience building and governing technical roadmaps, strategic improvement plans, and customer success initiatives
• Excellent communication, coaching, mentoring, and stakeholder management skills
• Proven experience in cybersecurity, managed security services, or IT services leadership

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