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.<\/p>\n
May need to travel to the client\u2019s home base on occasions.<\/p>\n
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Job Title: IT Technical Account Manager<\/strong> Job Summary:<\/strong> Desired Experience & Qualification:<\/strong>
\nLocation:<\/strong> Umhlanga<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nProactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risks.
\nServe as an escalation point for all matters relating to service delivery to your accounts.
\nDevelop and maintain effective and trusted relationships with business units, IT functions and external vendors.
\nEnsure exceptional customer service, including total contact ownership and increased efficiency of incident, service requests and problem resolution.
\nHigh energy level and ability to work effectively with minimal supervision.
\nAbility to work under pressure and to adapt to a rapidly changing environment.
\nProvide timeous support to campaigns on your designated accounts to optimise uptime.
\nPrepare and participate on weekly business reviews for your accounts.
\nProvide daily communication to team on campaign performance through regular team connects.
\nNetwork 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.
\nCollaborate on stakeholder presentations.
\nPragmatic approach to business transformation.
\nExperience and capability of leading IT technologies.
\nDaily collaboration between IT projects, support teams, network and systems engineering.
\nIdentify and implement methods to improve team operations, efficiency and service to customers and clients.
\nIdentify an implement cost efficiency.
\nEnsure optimal spend when recommending external expenditure.<\/p>\n
\nMatric (grade 12) or NQF level 4 FET
\nDemonstrated experience in the IT field, be it in IT management, team leadership, BPO technical teams or other technical environments
\nRecognised industry certification, MCSE, RHCSE, CCITP or similar
\nKnowledge of ITIL, SOA, or qualification therein
\nExperience in working with project management teams.
\n6+ Years\u2019 experience in Management or similar role in an IT delivery systems environment with demonstrable experience driving and delivering large-scale and complex IT initiatives.
\nExperiences with international clients
\nExperience in pan-African organisations
\nComprehensive knowledge of: IT engineering, Information Security, Networks and Server Infrastructure.
\nInformation Security including GDPR, PCI, POPI would be highly advantageous<\/p>\n