Technical Account Manager Remote Role

Role Introduction The Technical Account Manager will provide technical leadership into cross-functional operational squads. Each squad will be familiar with and invested in owning service operations to specific Managed Service (ITO) customers in the cloud. Key to success will be a close-knit tribal culture of customer centric service. The Technical Account Manager will provide overall technical governance and leadership, helping drive squads to deliver automation, technical excellence and continual serviceimprovement. Communication and collaboration is paramount in this role, you will work closely with a variety of internal and external business stakeholders and will be continually engaged and collaborating with our clients. **This role can be delivered from a home based location. #LI-Remote** What You Will Do - Act as an authoritative technical leader and advocate for your respective squad. - Capture and drive automation and innovation opportunities in order to help reduce time spent by support teams and in turn, free time to innovate and drive service improvement. - Provide continuous and ongoing availability and capacity management for the systems within scope of your squad, working with other stakeholders and the customer to plan and maintain appropriate levels of future capacity which meet business needs. - Help capture technical issues and risks and leverage squad members to provide appropriate technical input into the documentation and ultimate resolution of those issues. - Work in close collaboration with both the support and service delivery teams to ensure issues affecting service are being tracked and provide appropriate technical input and governance. - Maintain a roadmap for significant work your squad will oversee and deliver to this roadmap following standard methodologies. - Work closely with the account management teams to develop either roadmap or ad-hoc opportunities into formal solutions that can be proposed to the client. - Ensure a standard set of reports are generated on a regular basis and help provide input to ensure continuous improvement of reporting capabilities to your peer group. - Take ownership of formal problems where required, ensuring appropriate technical resources are aligned and working on a resolution or workaround. Provide technical input and governance to the problem and update stakeholders at regular intervals as the technicalinvestigation continues. - Drive continuous service improvement through reduction in repeat incident occurrences. - Have an awareness of and ensure a review for all changes being made from a technical perspective by Advanced and other providers, i.e. to infrastructure, services or systems. Assist the customer in coordinating work across multiple vendors and/or suppliers. - Own and maintain an OLA document for your squad, listing expectations other stakeholders should have of the squad. - Work on other tasks as required to support wider business plans and initiatives. - Attend relevant customer specific meetings as and where required. Examples may include; the change advisory board, problem review, continuous service improvement and periodic service review meetings. What You Will Have - Excellent communication verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues. - Highly experienced in producing and analysing reports across a number of different disciplines (both technical and operational) from a variety of different sources. - Experience providing technical leadership and guidance to others. - Strong understanding of traditional hosted technologies and approaches (dedicated hosting, colocation, private cloud). - Knowledge of modern DevOps pipeline management and Agile development practices. - Good understanding of cloud services such as AWS or Azure. - Good knowledge around networks and security (LAN/& WAN). - Ability to present concepts in authoritative and clear manner through white boarding, presentations and proposals. - Working knowledge of Incident, Problem and Change Management within the ITIL framework. - Ability to obtain and maintain UK Government Security Check (SC). - Experience of operating within a multi-supplier / SIAM support model. One of these would accreditations be desirable: - Microsoft Azure - AZ-900, AZ-300, AZ-301 - AWS Certified Cloud Practitioner What We Do For You - **Generous Annual Leave - **25 days, plus public holidays, with the possibility to buy additional daysSummer Fridays