Overview
Reporting to the local market Managing Director, the Technical Consulting Manager (TCM) is an experienced technical leader who is passionate about solving customer problems and is driven to ensure that the delivery of managed services is functioning optimally; advising and consulting regularly with customers on further stabilization and optimization of the IT environment is a critical component of the role.
The Technical Consulting Manager (TCM) is the primary relationship manager for an assigned portfolio of customers, with overall responsibility for client satisfaction. They are responsible for identifying potential areas of concern for customers before they arise and make recommendations based on recognizing a customers current and future technology needs during their continued business relationship. The TCM will lead and maintain a close communication with customers, as well as facilitate all coordination and collaboration with supporting account team members.
The TCM will work with an account team which may consist of service delivery managers, remote and onsite engineers, as well as representatives from various managed services groups and practice areas. With a background in technology and strong business acumen, the TCM will partner with service delivery management to ensure timely delivery of service in the highest quality fashion possible.
***Please note although this role is remote, you must be willing to work CST or MST***
Responsibilities
An effective TCM will be seen as both a technology leader and business integration advisor with particular focus on:
• Primary relationship advisor
• IT governance and quarter business review leader
• Client satisfaction & retention
• Hyper-focus on consistent and high-quality delivery of services over the contract lifecycle
• Incident problem management and change management
• Request management and ad hoc work orders
• Project services leader – identification, scoping, architect engagement as needed, and proposal management.
• Lead generation for cross-selling and upselling All Covered strategic solutions.
• Effectively leverage supporting account team members for
o Cross-sell and upsell opportunities
o Procurement opportunities
o Pipeline lead generation
o Proposal generation
o Customer administrative tasks such as billing, overages, onboarding tasks, ad hoc requests
RESPONSIBILITIES
• Service Management
o The TCM will routinely review service dashboards to ensure that contracted services are operating optimally.
o The TCM will be responsible for and facilitate problem management, root cause analysis, and as needed, change management and release management for stabilization or optimization requirements.
o The TCM will perform a monthly Book of Business review with internal service management leaders to identify risk, incident trending, solution and problem engagement and identify new project or complementary services to improve customer engagement or improve CSAT.
o The TCM will coordinate with Service Delivery Management for scheduling engineering resources, project skillset resources, and ad hoc service engineering needs.
o The TCM and Service Delivery Management will collaborate on incident escalations or continuous problematic or noisy customer events and incidents.
o The TCM will generate core project proposals for tactical, small or simple project deployments, they will work directly with the Service Management or the CSO to coordinate engineering resources and capacity management.
• Client Management
o The TCM will routinely advise assigned clients on current and future technology.
o Establish an IT governance cadence with all assigned portfolio to ensure there is regular alignment between customer expectations and All Covered delivery. A quarterly cadence will be the minimum requirement for each customer under their managed portfolio; some customers may require more frequency.
o Lead the development of short and long term technology roadmaps for clients that align with All Covered technology standards for highly supportable solutions and can be shown to align with each client’s unique challenges and opportunities.
o Engage with sales consultants and solutions consultants to participate in regular governance meetings.
o Provide opportunity and lead generation to sales team members and facilitate customer meetings for upsell-cross-sell opportunities.
o Engage with customer operational care team members to ensure that administrative tasks are getting completed timely and communicated back to customers effectively.
o Be available to internal team members for customer issues to ensure timely resolution; and take absolute ownership in ensuring information is accurately as well as appropriately and frequently communicated to customers.
Qualifications
• Education
o COMPTIA+, MS Certification, ITIL certification or Bachelors degree preferred
• Experience
o Minimum 5 years of experience in systems engineer level role and at least 2 year in customer facing role
o Understanding of problem management, root cause analysis, solutioning and change management.
o Strong prior technical role or current technical certifications.
o With a strong understanding of the All Covered service catalog, candidate must understand and be able to identify opportunities to leverage and speak to Managed IT Services, technical infrastructure, virtualization, cloud computing, and information security.
o Candidate must be comfortable in a cross-matrix organization and holding him/her self-accountable, as well as other responsible members of the service delivery team, to delivering an outstanding customer experience.
o It is expected that the TCM will stay abreast of technology industry issues and trends for the purpose of advising clients.
• Client Management
o Business Acumen: Strong understanding of how information technology is utilized and can drive business.
o Experience in identifying business need and aligning technology to resolve business issues and pursue business opportunities.
o Previous customer-facing role where advisory or consultative engagements were required.
o Ideally be an influencer and be comfortable discussing business and technology alignment, proposing technology business solutions, and asking for a client’s business.
