Role: Technical Account Manager
Location: London (Hybrid)
Salary: Up to £75,000 + extensive benefits package
About Acora
We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
Our mission is to unleash the potential of people through amazing IT experiences.
Role Overview
As a Technical Account Manager, you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects.
Role Responsibilities
- Provide technical governance to ensure all aspects of Service Delivery are met on a monthly / quarterly basis.
- Ensure that all technical designs, solutions and changes are compatible with the existing customer environment, architecture and forward strategy.
- Working with the operational team, support the resolution of technical issues in a timely and efficient manner.
- Be the Technical Design Authority for all Acora projects, solutions and changes.
- Within Acora’s remit support, facilitate and input on the technical strategy of the customer.
- Where possible own to conclusion any technical escalations and support formal complaints, escalating to the Service Delivery Manager where required and ensure that Continual Service Improvement and Service Improvement Plans are technically valid.
- Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery).
- Provide technical review, approval and oversight for Acceptance into Service to ensure service levels and support are maintained while championing service delivery.
- Own, manage and improve all technical documentation and Knowledge Base Articles for the customer with a view of improving service delivery.
- Collaboration with the Acora Account Director on new sales opportunities.
- Provide technical support and input to the Acora Enterprise Architect and pre -sales team.
- Creation and publication of monthly Technical Account Management report.
- Pro-actively inspect, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
- Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data).
- Provide and offer technical guidance and support during major incidents for your customer.
- To actively and continuously identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise.
Skills, Knowledge & Experience
- A good technical background covering a variety of technical workstreams including: Azure / AD, O365, Intune, OKTA, Meraki AWS / MAC Desktop.
- Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
- Manage and prioritise tasks/time efficiently.
- Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
- Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
- ITIL foundation qualification or better.
- Experience of managing, measuring and improving service delivery.
- Able to excel under pressure and meet deadlines.
- Demonstrate a creative approach to problem solving and conflict resolution within your team.
- Must be flexible as travel within the UK and overseas, including North America, necessary at times.
Check out the link to our website to read more about us - https://acora.com/
What you need to do now . . .
If you would like to be considered for this position and want to be part of a growing & innovative company . . . Click "apply" now.
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora
Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.
We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.
Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!
