Technical Account Manager

Company Description

Transputec is an award-winning IT services and solutions provider with over 35 years of experience in helping organizations thrive through technology. We empower businesses to optimize IT infrastructure, enhance cybersecurity, and embrace digital transformation. Our expertise includes Managed IT Services, Cloud Migration, AI-Powered Solutions, SOC & Cybersecurity Services, and bespoke Software Development. We deliver tailored, end-to-end solutions that drive measurable business outcomes and are available 24/7 for strategic consultation and support.

Job Description

Roles & Responsibilities Position:  

Technical Account Manager Reporting To: Service Delivery Manager Transputec are an expert solutions provider with an industry wide reputation for excellence. Supporting many reputable organisations and big brands with Managed Services provision, development capability and professional IT procurement means we are growing FAST! With more clients and exciting emerging technology innovation on the horizon and BIG plans for the future, we need to add to our amazing global team. If you are keen to learn more about Transputec’s journey and have the skills we need then we can’t wait to speak with you. As a Technical Account Manager at a leading IT Managed Service Provider, you will act as the primary technical liaison between the business and its clients. You will be responsible for ensuring the successful delivery of IT services, maintaining high levels of customer satisfaction, and identifying opportunities for service improvement and growth. 

1.1 What we need:  

Client Relationship Management  

• Act as the main point of contact for technical issues and service delivery for assigned clients.  

• A trusted, hands on professional and technically competent TAM with exceptional customer service skills.  

• Build and maintain strong, long-term relationships with stakeholders at all levels.  

• Attend regular service review meetings and carry out technical performance reporting.  

• Manage and grow Transputec’s relationship with the client alongside the Service Delivery Manager utilising a range of communication tools. Involvement in regular service review meetings to be instrumental in continuous service review and overview of infras tructure requirements and systems capacity. Working with the SDM and client to work towards agreed project plans, CSIP and issues lists.  

Service Delivery Oversight  

• Ensure SLAs and KPIs are met or exceeded across all technical services.  

• Coordinate with internal teams (e.g., support, projects, security) to resolve client issues.  

• Monitor and report on technical service health, incidents, and trends.  

• Work alongside the MIM to review Major Incident Reports and contribute to root cause analysis reports where necessary to prevent future occurrences.  

• Contribute to the Service Review Reports, making sure that it is reviewed and monitored regularly in co-operation with the SDM.  

• Be involved with and representative of activity within the Change Advisory Board.  

• Able to continuously consider improvement plans and liaise effectively with internal stakeholders to manage implementation of plans. Managing resource allocation against scope of work within agreed timeframes.  

• In alliance with technical and service delivery teams can identify issues and ensure through consistent involvement that they reach a positive resolution. Strong communication with stakeholders throughout the process is imperative.  

Technical Advisory  

• Provide strategic guidance on IT infrastructure, cloud services, cybersecurity, and digital transformation.  

• Assist clients in planning and budgeting for future IT needs.  

• Translate technical concepts into business value for non-technical stakeholders.  

• Have expert level knowledge of the technical roadmap and architecture to enable excellent client communication.  

• In partnership with PM’s, SDM and Technical teams can organise and complete the Service Take On (STO) for new clients and existing customers seeking new services, ensuring that environments are suitable and delivering relevant documentation for implementation to be carried out.  

• Fully informed to excel at leading technical discussions at all levels.  

Bid & Proposal Support  

• Collaborate with professional services, sales, pre-sales, and solution architects to contribute technical input to proposals and RFP responses.  

• Assist in crafting tailored service offerings that align with client requirements.  

• Participate in client pitch meetings and presentations as part of the bid team, articulating technical value and service capabilities. Account Growth & Retention  

• Identify upsell and cross-sell opportunities aligned with client goals.  

• Support proposal development and solution presentations.  

• Collaborate with sales and pre-sales teams to ensure client satisfaction and retention.  

• Consistently being commercially aware, identifying opportunities and feeding them back to Transputec’s service delivery team or account manager.  

Documentation & Reporting  

• Maintain accurate client documentation including network diagrams, asset inventories, and service records.  

• Produce monthly/quarterly technical reports on service performance and improvement plans. • Ensure consistent reviews of Transputec’s customer process documentation and technical run books are carried out.  

• Regular capacity planning and review of data/reports.  

Essential skills you will need:  

• A minimum MCSA in Server Infrastructure and/ or relevant Technology Specific Qualification (i.e. MCSE, MCP, etc).

• A minimum vSphere Foundations Exam and/ or relevant Technology Specific Qualification (i.e. VCP, VCAP, etc)  

• A minimum AWS Certified Cloud Practitioner and/ or relevant Technology Specific Qualification (i.e. AWS Certified Solutions Architect – Associate or AWS Certified SysOps Administrator - Associate)  

• Good understanding of Citrix (manage, maintain, monitor and troubleshoot Citrix solutions end to end) • Good understanding of storage appliances NetApp, IBM, Lenovo, HP and best practices  

• Good understanding of Meraki, Cisco Firepower, Cisco Routers, firewall concepts  

• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000  

• ITIL Certification  

• Experience and knowledge of working within change management.  

• Experience and knowledge of working within project management.  

• Exceptional written and verbal communication skills.  

• Excellent listening skills.  

• Ability to clearly communicate with a range of stakeholders at all levels.