Technical Account Delivery Manager

Technical Account Delivery Manager

The Technical Account Delivery Manager (TADM) is responsible for supporting our customer on the most efficient way to utilize Park Place products and services. This will include involvement in defining statement of work (SOW) agreements, onboarding oversight, environment optimization, service delivery performance & improvements, operational documentation, and corrective actions. The Technical Account Delivery Manager role will be the primary point of contact between the Customer and Park Place. 

What you’ll be doing:

• Partnering with Sales, Presales and Customers for input to the SOW, edits and finalization to ensure Solution Delivery outcomes are understood and achievable. This includes defining milestones, success criteria, hypercare defined activities, etc. 


• Development of scorecard for services. 


• Defining the specific Hypercare activities to ensure a quality-based handover from onboarding to Managed Services teams are completed effectively. 


• Based on site with the customer during onboarding and Hypercare phases of the contract supporting both the customer and the managed services teams. 


• Daily account monitoring.


• Weekly / monthly technical operation report production including trends.


• Monthly technical trending report production with treatment / advisory outputs. 


• Quarterly technical business reviews.


• Technical best practice advice and recommendations. 


• Root cause and incident management reviews. 


• Reviewing environment configurations, documenting optimization opportunities, and driving implementation following appropriate change control processes.


• Creating, editing and providing updated account documentation.


• Monitoring and reporting financial performance to SOW and driving improvements to critical measurements.


• Leading Service Improvement Activities (SIP), RCA/PIR and action item completion through Customer and PPT resources.


• Ownership of the change control process governance. 


• Any other tasks and activities pursuant to the role. 

What we’re looking for:

• 8+ years’ experience in an IT Infrastructure role with experience across storage, network and server technologies.


• Strong background in IT Operations Best Practices and Metrics Management.


• Must have experience creating and monitoring performance against Statements of Work. 


• Experience of working with sales / pre-sales. 


• Experience of technical report production using industry standard tools. 


• Experience and understanding of Client IT operational processes and procedures. 


• Proven ability to work on several projects simultaneously and under tight schedules. 


• Must be able to prioritize own workload and use own initiative in the absence of supervision. 


• Advanced MS Office Skills. 

Bonus Points: 

• Data Center Operational experience


• IT Consultant or Pre-Sales experience


• ITIL Qualified to advanced or expert level

Education: 

• Degree or equivalent work experience required.

Travel: 

• Onsite support @ Customer location/s during Onboarding and Hypercare engagements.  


• Domestic and International travel may be required.