Technical Account Manager; Managed Services

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed.

We're proud to share our story and Make Amazing Happen at CDW.

The Technical Account Manager (TAM) is the primary technical point of contact and trusted technical advisor for assigned managed services customers, managing the technical health, basic roadmap, and lifecycle of the customer’s IT estate. The role bridges technical delivery and the customer, ensuring the environment is stable, secure, optimised, and aligned to the customer’s business outcomes, while proactively identifying opportunities to leverage the breadth of the CDW portfolio across managed services, workplace, cloud, security, infrastructure, lifecycle services, and associated technology solutions.

Working alongside the Service Delivery Manager, who owns commercial and contractual governance, the TAM manages the technical relationship. This includes technical roadmap ownership, lifecycle and risk management, major incident and problem technical leadership, continual service improvement, and the identification of optimisation and modernisation opportunities.

• Stable, secure, and well-architected customer estates with reducing incident volumes.

• Clear, maintained technical roadmaps aligned to customer business objectives.

• Proactive identification and remediation of lifecycle, capacity, security, and obsolescence risks.

• Trusted-advisor status and high technical customer satisfaction.

• Technical adoption and consumption growth across managed services.

• Increased customer awareness and adoption of relevant CDW portfolio capabilities that improve service outcomes, resilience, efficiency, or modernisation.

• Low-risk, well-governed change, onboarding, and technical transition.

• Act as the primary technical contact and trusted advisor for assigned customer accounts.

• Develop a deep understanding of each customer’s estate, architecture, and business objectives.

• Translate business requirements into technical solutions and clear recommendations.

• Lead technical reviews and present roadmaps and insight at governance forums and QBRs and service reviews.

• Build strong multi-level technical relationships across customer IT teams.

• Own and maintain the technical roadmap for each assigned customer.

• Track technology lifecycle, end-of-life / end-of-support, patching, and firmware currency.

• Identify obsolescence, capacity, and technical-debt risks and drive remediation plans.

• Advise on upgrades, modernisation, and optimisation opportunities.

• Align customer roadmaps to relevant CDW portfolio capabilities, ensuring recommendations are practical, outcome-led, and connected to available CDW services and solutions.

• Maintain accurate technical documentation, designs, and asset / configuration records.

• Provide technical governance across Incident, Problem, and Change management.

• Act as the technical escalation point for major incidents and complex problems.

• Lead and contribute to root cause analysis (RCA) and post-incident reviews.

• Monitor estate health, performance, and capacity, driving proactive improvements.

• Ensure changes are technically assessed, risk-managed, and well implemented.

• Identify opportunities for automation, optimisation, and stability improvement.

• Drive technical CSI…