TSentinel Technical Account Manager – Team Lead in Crawley

Location: Remote UK, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space.

Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

The Sentinel Technical Account Manager (TAM) Team Lead is a customer-facing leadership role to guide and mentor a team of Sentinel Technical Account Managers, enabling successful delivery, adoption and ongoing support of Sentinel products and services for our customers. The Team Lead will foster a customer-centric culture, ensure customers’ technical and business objectives are met and align delivery outcomes with Thales’ commercial and strategic goals, ultimately maximising the Sentinel footprint.

On offer is a competitive salary and benefits package, which includes:

• Performance-related bonus
• Hybrid working
• Pension scheme
• 28 days annual leave (plus Bank Holidays)
• Life cover
• 24/7 Employee Assistance Programme and access to mental wellbeing support
• Employee discount schemes with major brands and retailers
• Learning, development and career progression opportunities within Thales

What you will deliver:

• Leadership & Technical Guidance: Provide hands-on guidance to the team in diagnosing and resolving complex technical issues, ensuring systematic troubleshooting and effective resolution. Act as an escalation point for advanced technical challenges, coaching TAMs on root cause analysis and structured incident management. Drive continuous improvement by encouraging knowledge sharing, collaborative problem-solving and documentation of lessons learned.
• Business Partnership: Collaborate closely with Sales, Product Management and Engineering to share customer risks, opportunities and roadmap insights. Advise on strategies to maximise Sentinel product usage, customer retention and long-term value.
• Leadership & Management: Lead, coach and manage a team of Sentinel Technical Account Managers, ensuring individual and collective performance aligns with Thales’ objectives. Provide technical and professional mentoring, conducting regular 1:1s and supporting continuous learning and development. Set, monitor and report against team targets including customer satisfaction, SLA achievement and product adoption. Allocate TAM resources across customer accounts, balancing workload, priorities and risk. Support the professional growth, engagement and well-being of team members.
• Customer Success Oversight: Oversee the delivery and ongoing support of Sentinel products and services, ensuring a consistent and high-quality customer experience. Review and validate corrective action plans, root cause analyses and retrospectives produced by the team. Ensure best practices are followed for environment health checks, technical upgrades and proactive customer engagement.
• Continuous Improvement: Promote a strong feedback culture, consolidating customer insights and team recommendations for Product Management and internal stakeholders. Identify gaps in processes, tooling, or ways of working and drive improvements to service delivery methodology. Encourage innovative thinking and creative problem-solving to address customer challenges.

Who are we looking for?

You will bring proven leadership experience combined with strong technical credibility and a passion for customer success, including:

• Demonstrated experience leading technical, support, or customer success teams within a complex, multinational environment.
• Strong customer-facing background with a commitment to delivering excellent customer outcomes.
• Experience guiding teams through complex troubleshooting, advanced technical escalations and process optimisation.
• Excellent written and verbal communication skills, with fluency in business English.
• Experience across a broad technical landscape, including:

• Linux, Unix, Solaris
• Cloud technologies (GCP, AWS)
• RESTful APIs
• Datadog or similar monitoring and observability tools
• Programming languages: C, C++, C#, .NET, Java
• Databases and enterprise platforms: SQL, Oracle, SAP, NetSuite

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process.

Great journeys start here, apply now!