Technical Account Manager – Managed Services

CDW

Technical Account Manager guiding managed-services customers for CDW, a technology solutions provider. Owning technical roadmaps, IT estate health, incident governance, and service optimisation.

Posted 9/10/2026full-timePeterborough • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical account management and governance within managed services, with a strong focus on translating business requirements into technical solutions. Proficient in managing technical health, risks, and lifecycle while driving continual service improvement and automation.

Highest-signal resume keywords

ITIL v3 / v4 FoundationTechnical Account ManagementServiceNow ProficiencyCloud Technologies (Azure, AWS)Technical Reporting and Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Roadmap OwnershipRoot Cause Analysis (RCA)Incident ManagementProblem ResolutionAutomation/ScriptingMonitoring/Observability Tooling

Soft Skills

Communication SkillsStakeholder ManagementPresentation Skills

Tools & Technologies

SalesforceITSM ToolsetMicrosoft 365Networking Technologies

Certifications & Qualifications

ITIL IntermediateMicrosoft CertificationsCisco CertificationsAWS Certifications

Industry Keywords

Managed ServicesTechnical GovernanceService ReviewsLifecycle ManagementProfessional Services

Tech Stack

Tools & technologies

AWSAzureCloudITSMServiceNow

About the role

Key responsibilities & impact

Act as the primary technical contact and trusted advisor for assigned managed services customers
Manage customer technical health, roadmaps, lifecycle, risks, and IT estate alignment with business outcomes
Translate business requirements into technical solutions and recommendations
Lead technical reviews, governance forums, QBRs, and service reviews
Track lifecycle, end-of-life, patching, firmware, obsolescence, capacity, and technical debt risks
Provide technical governance across incident, problem, and change management
Lead major incident escalations, root cause analysis, and post-incident reviews
Drive continual service improvement, automation, optimisation, stability, and performance improvements
Identify service expansion and modernisation opportunities and support solutioning and scoping
Coordinate with internal delivery, architecture, security, project, professional services, and portfolio teams
Manage third-party and vendor technical relationships and escalations
Record and track service-led opportunities via Salesforce

Requirements

What you’ll need

ITIL v3 / v4 Foundation required
Proven experience in a technical account management, senior technical support, or technical consulting role within an MSP or IT services environment
Strong understanding of managed services and broader technology portfolios, including cloud, security, workplace, infrastructure, lifecycle, and professional services
Broad technical knowledge across networking, Azure, AWS, Microsoft 365, infrastructure, security, and end-user compute
Experience owning technical roadmaps and leading RCA, major incident, and problem technical resolution
Strong ITSM toolset capability, specifically ServiceNow
Ability to translate technical issues into business-relevant insight
Technical reporting, analysis, and presentation skills
Experience delivering governance meetings, technical reviews, and QBRs
ITIL Intermediate or equivalent desirable
Relevant Microsoft, Cisco, AWS, or security certifications desirable
Salesforce experience desirable
Experience with automation/scripting and monitoring/observability tooling desirable

Benefits

Comp & perks

Collaborative environment
Supported professional growth
Equal opportunity employment