Manager, Technical Account Management

NCC Group; Manchester; Presencial; GBP 90 000 - 120 000; Tempo integral

Resumo da oferta

NCC Group in Manchester is seeking a Manager of Technical Account Management to lead a high-performing TAM team and own a portfolio of strategic customers. You will partner with a peer TAM Manager to drive consistency across the global TAM function and ensure exceptional service delivery.

You will balance people leadership with hands-on customer engagement, guiding TAMs to deliver measurable outcomes, retention, and high-quality technical support across cyber services and capabilities.

Qualificações

• Proven leadership in cybersecurity or managed security services.
• Extensive experience in customer-facing technical roles and senior stakeholder engagement.
• Experience leading distributed or global teams across geographies and time zones.
• Strong understanding of SOC operations, threat detection, and incident response.
• Knowledge of SIEM, EDR, SOAR and end-to-end security architectures.
• Ability to interpret security metrics and present executive-level recommendations.
• Experience delivering QBRs and managing strategic customer partnerships.
• Familiarity with ITIL, KPI/SLA governance and service management practices.
• Relevant security certifications are desirable.

Responsabilidades

• Lead, coach, and develop a team of 5-6 Technical Account Managers.
• Co-manage the global TAM function with a peer manager.
• Maintain direct ownership of a 10-12 customer portfolio as TAM.
• Drive customer retention, outcomes, and service quality.
• Oversee TAM deliverables: roadmaps, TAM Scores, QBRs, health checks.
• Act as senior escalation point for complex issues.
• Manage team capacity and resource allocation.
• Build relationships with internal stakeholders across functions.
• Contribute to strategy and continuous improvement of the TAM function.
• Support business growth, security maturity, and long-term partnerships.

Conhecimentos

Cybersecurity leadership

Customer-facing tech role

Team leadership

Global teams

Executive stakeholder engagement

SOC operations knowledge

SIEM/EDR/SOAR

Security metrics interpretation

QBR delivery

ITIL/KPI/SLA

Security certifications

Descrição da oferta de emprego

Manager, Technical Account Management

Department: Cyber Services and Capabilities

Employment Type: Full Time

Location: GBR Manchester Hardman Boulevard

Description

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.

Key Responsibilities

• 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.

Skills, Knowledge and Expertise

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

Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Schem
  e: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.