Posted on :
7 Apr, 2023
7 Apr, 2023
The IT Technical Account Manager will be supporting the future shape of the IT service offerings by ensuring efficient and effective client experiences through the delivery of world class IT solutions. This role will require a robust strategy focusing on People, Process, Technology and is critical to developing strong relationships with customers, collaboration with key business executives and stakeholders, answer to client queries and providing input and support for critical projects.
May need to travel to the client’s home base on occasions.
Job Title: IT Technical Account Manager
Duties & Responsibilities:
Proactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risks.
Serve as an escalation point for all matters relating to service delivery to your accounts.
Develop and maintain effective and trusted relationships with business units, IT functions and external vendors.
Ensure exceptional customer service, including total contact ownership and increased efficiency of incident, service requests and problem resolution.
High energy level and ability to work effectively with minimal supervision.
Ability to work under pressure and to adapt to a rapidly changing environment.
Provide timeous support to campaigns on your designated accounts to optimise uptime.
Prepare and participate on weekly business reviews for your accounts.
Provide daily communication to team on campaign performance through regular team connects.
Network and build relationships internally with Operations key personnel and other Business Enablement Functions such as Work Force Planning, Operations and Human Capital within the US domain.
Collaborate on stakeholder presentations.
Pragmatic approach to business transformation.
Experience and capability of leading IT technologies.
Daily collaboration between IT projects, support teams, network and systems engineering.
Identify and implement methods to improve team operations, efficiency and service to customers and clients.
Identify an implement cost efficiency.
Ensure optimal spend when recommending external expenditure.
Desired Experience & Qualification:
Matric (grade 12) or NQF level 4 FET
Demonstrated experience in the IT field, be it in IT management, team leadership, BPO technical teams or other technical environments
Recognised industry certification, MCSE, RHCSE, CCITP or similar
Knowledge of ITIL, SOA, or qualification therein
Experience in working with project management teams.
6+ Years’ experience in Management or similar role in an IT delivery systems environment with demonstrable experience driving and delivering large-scale and complex IT initiatives.
Experiences with international clients
Experience in pan-African organisations
Comprehensive knowledge of: IT engineering, Information Security, Networks and Server Infrastructure.
Information Security including GDPR, PCI, POPI would be highly advantageous