Technical Account Manager: Trusted Advisor Managed Services

CDW LLC.

Greater London

Hybrid

GBP 70,000 - 110,000

Full time

8 days ago

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Job summary

CDW LLC. is seeking a Technical Account Manager to be the primary technical contact and trusted advisor for managed services customers in the UK.

You will own roadmaps, manage lifecycle, and drive governance, change, and CSI initiatives to optimise customer estates. You will collaborate with Service Delivery, CDW Professional Services, and portfolio specialists to identify opportunities for service expansion and modernization, ensuring outcomes-led recommendations and strong cross-functional

Responsibilities

Act as the primary technical contact and trusted advisor for assigned customer accounts.
Develop a deep understanding of each customer’s estate, architecture, and business objectives.
Translate business requirements into technical solutions and clear recommendations.
Lead technical reviews and present roadmaps and insight at governance forums and QBRs and service reviews.
Build strong multi-level technical relationships across customer IT teams.
Own and maintain the technical roadmap for each assigned customer.
Track technology lifecycle, end-of-life / end-of-support, patching, and firmware currency.
Identify obsolescence, capacity, and technical-debt risks and drive remediation plans.
Advise on upgrades, modernisation, and optimisation opportunities.
Align customer roadmaps to relevant CDW portfolio capabilities, ensuring recommendations are practical, outcome-led, and connected to available CDW services and solutions.
Maintain accurate technical documentation, designs, and asset / configuration records.
Provide technical governance across Incident, Problem, and Change management.
Act as the technical escalation point for major incidents and complex problems.
Lead and contribute to root cause analysis (RCA) and post-incident reviews.
Monitor estate health, performance, and capacity, driving proactive improvements.
Ensure changes are technically assessed, risk-managed, and well implemented.
Identify opportunities for automation, optimisation, and stability improvement.
Drive technical CSI initiatives with measurable, outcome-focused results.
Analyse operational and monitoring data to pre-empt issues and improve performance.
Promote adoption of best-practice architecture and security standards.
Identify technical opportunities for service expansion and modernisation with account and SDM teams.
Support solutioning and scoping of additional or out-of-scope work.
Work with CDW Professional Services, service design, and specialist practices to shape proposals, assessments, migrations, and project outcomes.
Provide technical input to renewals, service design, and transition activity.
Record and track service-led opportunities via Salesforce in support of commercial owners.
Coordinate with internal delivery, architecture, security, and project teams.
Manage third-party and vendor technical relationships and escalations on the customer’s behalf.
Ensure technical alignment across service design, transition, and delivery.
Engage CDW Professional Services and portfolio specialists for deeper design or transformation capability.
Promote continuous improvement and knowledge sharing across CDW.
Behavioural Competencies include Customer First, Technical Credibility, Accountability, Commercial Awareness, Collaboration & Influence, and Continuous Improvement.