Global Technical Account Manager

The Technical Account Manager is the primary contact for the day to day IT service delivery for all campaigns (and sub campaigns) for the agreed clients, operating within the EMEA region. This role also acts as a key interface between IT & Account Management/Operations in the support of current business and growth, both new & incremental throughout the region. The TAM is primarily responsible for ensuring that all technical elements, complaints and feedback regarding IT for the relevant campaigns, are managed in an appropriate manner. This role will also be responsible for additional interactions such as supporting with technical solutioning and project management, and implementation of new or amended business

Primary Responsibilities

The TAM acts as day to day single contact point primarily between the relevant Clients, FOUNDEVER Account Management/Operations & Foundever IT. In particular, the TAM:

• Manages IT relationships and concerns for the campaign, working alongside the EMEA IT Service Management team and any relevant Project Managers for the Campaigns.
• Primarily keeps abreast of the relevant Client’s business & IT plans by attending & participating in relevant site operational management meetings.

The TAM develops IT knowledge within the relevant campaign and ensures consistent high levels of IT service management. In particular, the TAM:

• Keeps all EMEA IT teams and all involved in IT service delivery, informed of relevant Client objectives, activities & developments so they can add value to FOUNDEVER’s core business. This includes (but is not limited to) meetings, briefings, training, secondments & actively involving other employees in direct dealings with the internal Client;
• Ensure that FOUNDEVER’s policy & legislation as well as processes are followed, including Incident and Change Management as well as IT Solutions procedures. This may also include Business Risk & Contingency.
• Helps develop the competence of FOUNDEVER employees in the management of IT from the operations side, creating an IT literate internal Client, who will contribute to the exploitation of IT within FOUNDEVER & the management of external Client expectations & perceptions.

The TAM delivers excellence in the services & in particular:

• Is the 1st point of escalation for critical operational (Campaign specific) issues;
• Assists and personally manages IT relationships for all P1 & P2 incidents within the relevant campaigns whilst ensuring that the Regional IT Service Delivery Manager is aware.
• Ensures that local IT resources are motivated & coordinated in order to respond to Client needs
• Maintains good relations with other FOUNDEVER functional heads to ensure willing cooperation in responding to Client needs & motivates them with regard to Client needs
• Works with the Campaign and other teams in IT to ensure the smooth introduction of new services & campaigns;
• Alongside the Project Manager they will review the impact of new & upgraded services & ensure that they are introduced smoothly;
• Assists the EMEA IT Management with the business of any incident escalations that affect our ability to pursue our business objectives.
• Works with the IT Security team in ensuring that all security policies & future requirements of the business and/or clients are satisfactorily addressed, where applicable.

The TAM ensures that services are monitored against the agreed service level performance. In particular:

• Manages the introduction of any relevant local Service Level Agreements (SLA’s) or targets by working closely with the Account Management team and Regional IT Service Delivery Manager, including ongoing changes;
• Is ultimately responsible for the delivery of the technical aspects of the services to the sites within the relevant campaigns;
• Is responsible for managing IT customer satisfaction, and any relevant reporting on a regular basis the performance of the services against the appropriate service levels.
• Gains Client feedback, keeps in touch with relevant Clients & is always up to date with the views of Clients regarding the IT service performance.
• Ensures customer satisfaction through regular review meetings with the client primarily. Review meetings will also be attended by the IT SDM & relevant Site Management and by whomever the TAM deems appropriate.
• Monitors support problems, checks service desk statistics & acts as the 1st escalation point for escalation of service desk calls & ensure problems & failures are properly managed (for relevant clients).
• Deals with complaints & escalates major issues, in particular where performance does not meet relevant service levels, or where major incidents arise, the TAM shall work alongside the Regional IT SDM to agree corrective action (including future prevention).

The TAM will assist in presenting a professional outlook of IT; they should;

• Promote goodwill & a positive image of IT within the Company & with Clients.

Regular reviews with other IT members primarily responsible for providing IT support; e.g. Onsite teams, ITSD and central support functions.

Knowledge, Experience & Skillset

Demonstrate strong management, analytical and leadership skills applying creative solutions to continually enhance the IT service/performance against your designated Client(s).  Ability to interact with the client at all levels and clearly understand the client needs based on experience, convert such needs into requirements, and communicate back within Foundever as appropriate to allocate the required resources and skillset to deliver best performance.

Excellent interpersonal skills are crucial to the success of this role. Excellent French and English (verbal and written communication skills) with strong facilitation and presentation skills are required.  

Possess basic project management and planning skills in order to successfully manage multiple, simultaneous projects/tasks, with a driven leadership style and good organisational / time management skills. Ability to solve problems and make sound decisions to safeguard both Foundever and the client’s business.

Have in-depth knowledge of the client business and ability to understand and analyze client processes and customer dis-sat drivers, with a view to driving performance and thinking technically, Operationally and strategically to achieve both Foundever and client business goals.

Demonstrated ability to develop and maintain high performing teams in a matrix environment

Qualifications & Experience

Education – Degree (desirable but not mandatory) or equivalent directly related work experience.  Experience in Onsite Engineering and Client Liaison to large (and potentially complex) Clients is preferred, with IT project management.  Professional training and/or education to manage or provide functional direction to others.

Experience – Ideally 8+years experience in Technology and contact Centre related roles, desirable 3yrs minimum Senior IT or customer service experience managing people and/or projects.