Technical Account Manager

About the role

We're looking for an experienced Technical Account Manager to join our Delivery team, acting as the trusted technical advisor and senior customer-facing representative for a key Federal client. In this pivotal role, you'll be the primary interface between the Department, our delivery teams, project teams and other service providers, to ensure strong alignment between business objectives and service outcomes and driving continuous improvement across the Department's ICT environment.

Reporting to the Customer Delivery Manager, you will bring strategic technical insight, relationship management expertise and service leadership to a complex, multi-vendor SIAM environment.

Key responsibilities

• Provide strategic technical advice on emerging technologies, developing roadmaps, discussion papers and options papers to support Department objectives
• Build and maintain trusted relationships with Department stakeholders, acting as the primary technical point of contact for ITSM and SIAM matters
• Guide delivery teams to achieve seamless, high-quality service outcomes, monitoring the health of Change, Incident, Problem, Event Monitoring and Capacity Management practices
• Drive a pipeline of continuous improvement initiatives, measuring and reporting the business value delivered
• Quality assures technical change documentation for high-risk changes and promotes strong governance and change practices
• Provide oversight of reporting, presenting operational insights and service trends to stakeholders and governance forums

About you

A seasoned ICT service delivery professional who thrives on building trust, solving complex problems and translating technical detail into clear business language, who will bring:

• 7+ years experience in ICT service delivery, technical account management, service management, SIAM, or related leadership roles
• Experience within Federal Government or large enterprise ICT environments
• A strong track record managing customer relationships in managed services engagements
• Practical knowledge of ITIL frameworks and experience operating in multi service provider/SIAM environments
• Broad technical knowledge spanning multi-cloud, hybrid infrastructure and modern DevOps-aligned service delivery
• Exceptional stakeholder management skills, with the ability to influence outcomes without direct authority
• ITIL certification (desirable)
• Cloud platform certifications (desirable)

Benefits

• Access to on-demand learning portal
• Excellent Health & Wellbeing program
• Volunteer opportunities for CSR activities
• Flexible work arrangements
• Generous leave options
• Access to Rewards Gateway for discounts on tech, food and lifestyle products

About us

NEC has a rich history of bringing humanity and tech with our vision to orchestrate a brighter life; we are committed to your personal and professional development.