Technical Account Manager (IT Service Delivery)

About the role
As a Technical Account Manager, you will serve as the critical link between our clients and our technical teams, ensuring the successful delivery and management of IT services.

You will be responsible for maintaining strong client relationships, overseeing service delivery, and driving continuous improvement in our service offerings. This position is strategically important to our organisation as it directly impacts client satisfaction, retention and our reputation in the market.

Key responsibilities

• Serve as the primary technical point of contact, building deep knowledge of each client's architecture, business context, and operational patterns
• Lead client onboarding — present service baseline, conduct workload discovery, define monitoring scope
• Review monitoring dashboards regularly to identify potential problems and resolve them before the client notices
• Coordinate internal engineers, architects, and specialists to handle change requests, lead incident escalations, and perform post-incident root cause analyses
• Chair regular service review meetings, walk through performance reports and recommendations with clients, and maintain up-to-date documentation like architecture diagrams and runbooks
• Identify gaps against best practices — Well-Architected Frameworks (AWS, Azure), CIS benchmarks — and recommend improvements
• Identify client needs that can benefit from additional technical services or architectural improvements
• Experience sharing in client engagement, technical knowledge, and operational best practices.

Qualifications

• 3-5 years of hands-on experience in IT service Management or Project Management
• Experience producing and presenting service reports and recommendations
• Experience leading customer governance meetings and service reviews
• Ability to manage multiple customers, priorities, and competing demands
• Experience coordinating cross-functional teams to deliver outcomes
• Understanding in AWS service or other cloud offerings, preferably certified
• Cantonese, Mandarin and English language skills
• Experience identifying opportunities for automation, AI adoption, or service optimisation -  personal or professional context

What we offer

• Performance-based bonuses
• Group medical insurance
• Examination & education allowance
• Paid birthday leave
• Compensation leave
• Early release for Festive Occasions
• Various team-building activities and company events

About us
eCloudvalley Technology (HK) Limited is a leading IT service provider specialising in cloud solutions, managed IT services and digital transformation. We are committed to helping businesses optimise their IT infrastructure and achieve their digital goals. With a focus on innovation, reliability and customer success, we have built a reputation for delivering high-quality services to enterprise clients across various industries. Our team comprises experienced IT professionals dedicated to providing exceptional technical expertise and outstanding customer service. We foster a culture of continuous improvement and invest in our people to ensure we remain at the forefront of technology solutions.