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.

Key responsibilities

• Lead implementation of Technology plans by engaging with the Departments Enterprise Architecture SMEs and other technical peers across Service Providers
• Provide technical guidance to the department with best practice IT Service Management technology trends and influence the departments related technology roadmap
• Partner with subject matter experts to define technical standards, direction and best practice across key technology domains such as system monitoring, alerting, event response, maintenance, and patching activities
• Identify opportunities to improve technology capability, service quality, efficiency and business outcomes
• Act as the primary technical point of contact for IT Service Management and SIAM strategic, tactical and operational matters and maintain close engagement with peers in the Department’s internal and external service provider environment
• Review and quality assure technical change documentation for high-risk changes prior to approval
• Maintain engagement in Major Incident and Problem management investigations, enable technical input across Department and Service Provide teams and act as a point of escalation for complex technical issues when required
• Maintain engagement in Event Monitoring and provide advise and technical leadership to enable new and existing systems across the Department and Service Providers have best practice monitoring solutions integrating into the Department ITSM toolset

About you

• Hold an current NV1 Clearance or higher
• Proven experience in providing technical advise and leadership within multi vendor, ITIL and SIAM governed environment
• 5+ years experience managing technical delivery across multiple suppliers and service providers
• Demonstrated understanding of Enterprise architecture, Cloud operating models, platform governance, Integrated platforms, resilience and service observability
• Experience with Service Management tooling. ServiceNow experience is highly desirable but experience with BMC Helix, JIRA, HP Service Manager etc can be considered as well
• Strong capability in Service reporting, Trend analysis, Service health modelling and risk based decision making
• Experience with influencing without authority, conflict resolution, executive reporting, chairing governance forums and facilitation of cross functional teams
• Managing vendor performance, OLAs and cross supplier accountability
• Resolving supplier hand off issues during Incidents, Changes and Service transitions
• Desirable – Strong understanding of ITIL 4 service value systems and operational governance and SIAM Foundations

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.