Job Description
IT Service Manager - Technical Account ManagerLondon (Hybrid)£55,000 – £65,000 per annum (Dep Exp) + Bonus
IT Service Manager OR Technical Account Manager or Customer Success Manager or 2nd Line Support looking for that next step.
We are seeking a relationship-focused expert to bridge the gap between our clients and our technical delivery teams. Picture customer success - retention and developing strong relationships. Maybe you are a 2nd/3rd Line Engineer who is tired of the ticket queue but loves the tech strategy and enjoy acting as a trusted adviser. We are looking for someone with a strong technical foundation who prefers building long-term relationships over fixing service desk tickets.
Either:The MSP Veteran: You understand the pace and multi-client environmentORThe Internal IT Professional: You’ve managed IT for a small-to-medium business and are ready to move away from hands-on fixing into a broader, more strategic client-facing role
Note: This role is perfect for someone from an agile, SME background. It is not suited for those coming from a rigid, highly siloed "corporate" environment.
Key Responsibilities as Technical Account Manager
Own the Relationship: Act as the primary technical point of contact for operational and senior stakeholders across your portfolio (8–12 clients)Drive Strategy: Lead monthly and quarterly service reviews (QBRs) and produce technology roadmaps focusing on M365, security, and connectivityManage Risk: Proactively identify infrastructure risks (backups, ageing hardware) and coordinate with internal teams to resolve themMaster Communication: Serve as the calm, professional escalation point for major incidents, keeping clients reassuredWhat You BringTechnical Literacy: A broad understanding of Microsoft 365, endpoints, and security tools. You don't need to be an architect, but you must be able to advise clients credibly
Resourcefulness: You thrive in agile environments and can manage roadmaps and risk registers without micromanagement Strategic Mindset: You can translate technical concepts into business benefits for non-technical stakeholders
This is not a sales role and it is not a Service Desk role. It is a strategic service delivery role for a professional who cares about client retention and technical excellence.
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