Technical Account Manager – Managed Services

Jobtailor; Peterborough; On-site; GBP 55,000 - 75,000; Full time

Job summary

Jobtailor in the United Kingdom seeks a Technical Account Manager to act as the primary technical contact and trusted advisor for managed services customers. You will own technical health, roadmaps, lifecycle, risks and IT estate alignment with business outcomes.

You will translate business requirements into technical solutions, lead governance meetings and QBRs, manage incidents and RCA, and drive continual service improvement with automation and performance optimisation.

Qualifications

• ITIL v3 / v4 Foundation required.
• Proven experience in technical account management or similar within MSP/IT services.
• Strong understanding of managed services and cloud, security, workplace, infra.
• Broad knowledge across networking, Azure, AWS, M365, security, end-user compute.
• Experience owning roadmaps and leading RCA and major incidents.
• Strong ITSM toolset, especially ServiceNow.
• Ability to translate technical issues into business insight.
• Technical reporting and presentation skills.
• Experience delivering governance meetings and QBRs.
• ITIL Intermediate or equivalent desirable.
• Relevant certs: Microsoft, Cisco, AWS, security.
• Salesforce experience desirable.
• Automation/scripting and monitoring tooling desirable.

Responsibilities

• Act as primary technical contact and trusted advisor for assigned managed services customers.
• Manage 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, 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.

Skills

Technical Account Management

ServiceNow Proficiency

Cloud Technologies (Azure, AWS)

Automation/Scripting

Monitoring/Observability

Incident Management

Stakeholder Management

Presentation Skills

Education

ITIL v3 / v4 Foundation

ITIL Intermediate

Microsoft Certifications

Cisco Certifications

AWS Certifications

Tools

ServiceNow

Salesforce

ITSM Toolset

Microsoft 365

Job description

• 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