Technical Account Manager
Technical Account Manager
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Job Description
Job Description:
People are the heart of our business. We support each other and work as a team globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries speak multiple languages and work with over 6000 customers on almost every continent. We use the power of technology to deliver technology services that move the world.
Role Overview
The Technical Account Manager (TAM) is a pivotal client-facing role responsible for integrating and managing all run delivery services across the account. Acting as the Single Point of Contact (SPOC) for services delivered by the Integrated Delivery Hub (IDH) and other non-hub teams the TAM ensures seamless service delivery aligned with contractual obligations and client expectations.
The TAM partners closely with the Customer Success Manager (CSM) and client stakeholders to drive service excellence innovation and continuous improvement across infrastructure applications and supported services.
Australian Citizenship required for account security reasons.
Key Responsibilities
Serve as the single service owner accountable for meeting contractual SLAs and KPIs.
Lead escalation and resolution of high-severity incidents.
Act as an escalation point for the Service Desk and other delivery teams after hours and on weekends.
Sign off on production deployments ensuring SLA alignment.
Act as a trusted advisor to the client and internal delivery teams.
Participate in client account reviews and lead internal delivery reviews.
Interface with Project Services Design Security and Practice Leaders.
Drive stability cost efficiency and margin growth.
Ensure compliance with client security policies and DXC standards.
Maintain effective governance across Configuration Change Capacity and Risk Management.
Lead service transition to operations with minimal impact.
Promote standard delivery processes and tools.
Collaborate on strategic programs and initiatives to improve service quality and performance.
Deliver annual cost reductions and ensure alignment with Plan of Record (POR).
Provide accurate financial and delivery reporting.
Forecast demand and manage capacity planning.
Ensure Business Continuity Plans (BCP) are in place and aligned with client requirements.
Drive assurance and compliance as per contractual and policy requirements.
Manage vendor performance and financial planning.
Collaborate with subcontractors and global delivery hubs to meet service goals.
Qualifications & Experience
Proven experience in technical account management or service delivery leadership.
Strong understanding of IT infrastructure enterprise applications and service management.
Demonstrated ability to manage cross-functional teams and complex service environments.
Excellent communication stakeholder management and problem-solving skills.
Experience with ITIL frameworks and service governance processes.
Familiarity with DXC delivery tools and methodologies is a plus.
Core Competencies
ITIL Expertise Strong knowledge of ITIL principles and their application in service delivery.
Infrastructure Knowledge Understanding of data center cloud network and server technologies.
Application Management Experience with enterprise applications lifecycle management and performance optimization.
Client Relationship Management Ability to build trust and maintain strong client partnerships.
Operational Leadership Skilled in managing service operations escalations and continuous improvement.
Availability & Responsiveness Ability to act as an escalation point for critical issues outside standard business hours including weekends.
Key Metrics of Success
SLA and KPI achievement (e.g. Incident TTR Availability RCA turnaround Change success).
Client satisfaction and relationship strength.
Operational stability and cost efficiency.
Compliance and risk mitigation effectiveness.
How to apply & our commitment to you in return
If you would like to be part of a culture that drives innovation delivers results rewards performance and encourages ideas then please press the Apply Now button to submit your resume.
At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.
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Required Experience:
Manager
Employment Type
Full-Time
