Client Technology Manager

General Role Description

The Client Technology Manager (CTM) is a senior, client-facing technical role responsible for owning the overall technical health, direction, and success of assigned client environments. The CTM serves as the primary technical steward for each client, ensuring their technology aligns with business goals, standards, and risk tolerance while delivering a consistently high-quality service experience.

This is not a people-management role. Instead, the CTM operates as a highly trusted technical partner to clients and an internal point of coordination for service delivery. While the CTM remains hands‑on in select technical areas—particularly around projects, planning, validation, and complex decision‑making—the role is intentionally designed to focus on ownership, prioritization, and strategic oversight rather than day‑to‑day execution of recurring system tasks.

• Serve as the client’s technical lead and strategic owner, providing oversight, direction, and accountability for the client’s technology environment while partnering with service teams for day‑to‑day support.
• Maintain a holistic understanding of the client’s environment, including Windows Server, Active Directory, Azure/Entra , Microsoft 365, line‑of‑business applications, and networking fundamentals.
• Drive environment stability and alignment with Mainstay standards through ongoing oversight, proactive planning, and coordination with internal teams.
• Review and interpret service and health reporting (including Power BI reports) to identify trends, risks, and priorities, and to inform client conversations.

• Own and lead Strategic Planning Meetings (SPM) / Quarterly Business Reviews (Q ), including agenda ownership, preparation, facilitation, and action tracking.
• Develop and maintain client technology roadmaps aligned to business needs, risk tolerance, and Mainstay standards.
• Identify end‑of‑life / end‑of‑support risks and recommend planned proactive replacement cycles for hardware and software.
• Identify, recommend, and coordinate implementation of security and business continuity controls, including technical controls, standards, and periodic reviews.
• Provide lifecycle planning and technical insight on licensing, subscriptions, and environment needs.

• Own recurring proactive reviews and audits, such as backup solution reviews, environment health reporting and analysis, and access / control reviews.
• Coordinate recurring remediation and maintenance work with RS and Engineering to reduce risk and improve reliability.
• Ensure critical environment documentation stays accurate, including network diagrams, configuration records, and onboarding / offboarding procedures.

• Assess client needs, recommend solutions, and create proposal requests for Engineering to develop project proposals and cost estimates.
• Provide clear technical requirements, constraints, and success criteria, and support Project Management with stakeholder communication and planning as needed.
• Maintain oversight of the client’s overall environment and roadmap, ensuring projects align with strategic plans and Mainstay standards.
• Support project success by validating that the recommended solution meets client needs, while Engineering owns the technical execution and outcomes.

• Provide technical leadership during client‑impacting issues by clarifying business impact, defining priorities, and ensuring appropriate resources are engaged.
• Partner with Response Services, Systems Administrators, and Engineering during escalations to provide environment context, strategic direction, and client communication alignment, while those teams own primary troubleshooting and technical execution.
• Perform hands‑on advanced troubleshooting only in rare or exceptional circumstances where client context, capacity constraints, or transitional needs require temporary involvement.
• Ensure root cause is clearly identified, documented, and translated into…