Technical Lead – Managed Services
SFIA Level 5
Department: Managed Services
Location: Hybrid (Home / 848 Offices / Customer Sites)
Job Summary
We are seeking an experienced and customer-focused Technical Account Lead to provide strategic technical leadership across a portfolio of key managed service customers.
This role is responsible for owning the technical relationship for assigned accounts, ensuring customer environments remain secure, scalable, resilient, and aligned to business objectives. The successful candidate will act as a trusted technical advisor, driving innovation, continual improvement, operational maturity, and service optimisation across complex customer estates.
The Technical Account Lead will combine strong technical leadership with commercial awareness and customer engagement skills to identify opportunities for automation, transformation, cost optimisation, and service enhancement. The role requires close collaboration with Service Delivery Managers, Engineering teams, Project teams, Account Managers, and customer stakeholders to ensure services continually evolve and deliver measurable business value.
This position operates across both strategic planning and operational governance, balancing long-term technology roadmaps with day-to-day technical leadership and escalation support.
Depending on customer assignment, the successful candidate may be required to obtain and maintain NPPV3 and/or SC clearance.
Core Responsibilities
Technical Account Leadership
- Act as the primary technical lead for assigned strategic managed service customers.
- Build trusted advisor relationships with customer technical and operational stakeholders.
- Develop a strong understanding of customer business priorities, operational requirements, and technical landscapes.
- Provide technical leadership and guidance across customer environments and managed services.
- Attend regular customer governance, technical review, and service review meetings.
- Collaborate with Service Delivery Managers and Account Managers to support long-term customer success and retention.
Innovation & Continual Service Improvement
- Identify opportunities for innovation, automation, optimisation, and service enhancement across customer environments.
- Drive continual improvement initiatives that improve resilience, efficiency, security, performance, and user experience.
- Promote automation-first operational practices and modern service management capabilities.
- Conduct horizon scanning activities to evaluate emerging technologies, industry trends, and new platform capabilities.
- Present technical recommendations, roadmap proposals, and innovation opportunities to both internal teams and customers.
- Support the adoption of cloud-native technologies, platform modernisation, AI-enabled operations, and infrastructure optimisation strategies where appropriate.
Technical Governance & Architecture
- Provide architectural oversight and technical governance across managed service environments.
- Ensure solutions align to operational requirements, security standards, scalability objectives, and best practices.
- Review and assess technical change requests, identifying risks, dependencies, and potential service impacts.
- Support Change Advisory Board (CAB) activities from a technical governance perspective.
- Define and maintain technical standards, documentation, and operational procedures.
- Ensure monitoring, observability, backup, resilience, and disaster recovery considerations are appropriately implemented.
- Contribute to technical roadmaps and strategic service planning activities.
Operational Leadership & Escalation
- Act as a senior technical escalation point for operational and customer-facing teams.
- Support the resolution of complex technical incidents and problem investigations.
- Establish performance baselines and investigate anomalous platform behaviours.
- Govern testing approaches, operational readiness, and service acceptance activities.
- Ensure managed service policies, standards, and procedures are consistently followed.
- Provide out-of-hours technical escalation support where required.
Project & Technical Delivery Support
- Provide technical leadership for the delivery of infrastructure and platform changes within managed service customers.
- Support the scoping and technical assessment of new projects and customer requests.
- Collaborate with internal engineering teams to implement new services, platforms, and capabilities.
- Support technical pre-sales activities and customer solution discussions where required.
- Ensure operational support requirements are considered throughout project delivery lifecycles.
Key Measures of Success
- High levels of customer satisfaction and stakeholder engagement.
- Delivery of measurable service improvements and innovation outcomes.
- Reduction in recurring incidents, operational risk, and technical debt.
- Successful implementation of automation and optimisation initiatives.
- Improved platform resilience, security posture, and operational maturity.
- Effective technical governance and high change success rates.
- Positive contribution to customer retention, growth, and strategic account development.
Required Qualifications & Experience
- Proven experience in a senior technical leadership, technical account management, solution architecture, or managed services leadership role.
- Strong understanding of enterprise infrastructure, cloud platforms, networking, security, and operational service delivery.
- Experience working within managed service or enterprise customer environments.
- Experience designing and supporting scalable, secure, and resilient technical solutions.
- Strong customer engagement and stakeholder management skills.
- Ability to communicate technical concepts effectively to both technical and non-technical audiences.
- Experience driving continual improvement, automation, or service transformation initiatives.
- Strong analytical, problem-solving, and decision-making capabilities.
- Commercial awareness with the ability to balance technical excellence against business priorities and operational risk.
- Experience working with cloud technologies including Microsoft Azure, AWS, or GCP.
Preferred Qualifications
- Microsoft Certified: Azure Solutions Architect Expert or equivalent.
- AWS Solutions Architect certification or equivalent.
- ITIL v4 Foundation certification.
- Experience with DevOps, Infrastructure as Code, CI/CD, or automation tooling.
- Experience with observability and monitoring platforms.
- Familiarity with Agile delivery methodologies.
- Experience within regulated or security-sensitive environments.
Pay: £50,000.00-£65,000.00 per year
Work Location: Hybrid remote in Stafford ST18 0WP
