Manager, Technical Account Management

Key Responsibilities

• Lead, coach, and develop a team of 5-6 Technical Account Managers, ensuring high performance, engagement, and career growth. 
• Partner with the peer Manager Technical Account Management to jointly lead the global TAM function, driving consistency across teams located in the UK, Netherlands, Australia, and Manila. 
• Maintain direct ownership of a portfolio of 10-12 customers as a Technical Account Manager, acting as a strategic technical advisor and executive stakeholder contact. 
• Drive customer retention and satisfactionby ensuring TAMs consistently deliver measurable customer outcomes, value realisation, and exceptional service experiences. 
• Oversee the quality and consistency of TAM deliverables, including technical roadmaps, TAM Scores, Quarterly Business Reviews, health checks, and continuous improvement plans. 
• Act as the senior escalation pointfor complex customer, service, and technical issues, ensuring timely resolution and effective stakeholder management. 
• Manage team capacity, utilisation, and resource allocation, balancing customer demand with operational priorities and employee wellbeing. 
• Build strong relationships with internal stakeholders, including Service Delivery Management, SOC Operations, Professional Services, Sales, and Client Services leadership teams. 
• Contribute to the strategy, development, and continuous improvement of the global TAM function, including processes, methodologies, tooling, reporting, and best practices. 
• Support business growth and portfolio expansionby identifying opportunities to improve customer security maturity, increase service adoption, and strengthen long-term customer partnerships. 

Skills, Knowledge and Expertise

• Proven experience in cybersecurity, managed security services, or IT services leadership.  
• Significant experience in a customer-facing technical role (e.g., Technical Account Manager, Security Consultant, Service Delivery Manager, Customer Success Manager, or similar).  
• Demonstrated experience leading, coaching, and developing high-performing teams.  
• Preference: Experience managing distributed or global teams across multiple geographies and time zones.  
• Ability to engage and influence senior customer stakeholders and executives including CISOs, Heads of Security, CIOs, and senior IT leadership.  
• Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery.  
• Ability to understand and advise on end-to-end customer environments  
• Experience with security technologies such as SIEM, EDR and SOAR 
• Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships.  
• Proven experience building and governing technical roadmaps, strategic improvement plans, and customer success initiatives.  
• Strong ability to interpret security metrics and performance data and translate them into clear, risk-based recommendations and executive narratives.  
• Experience delivering and coaching others in the delivery of Quarterly Business Reviews (QBRs) and executive-level presentations.  
• Proven ability to balance operational leadership, people management, and direct customer ownership within a player-coach environment.  
• Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence.  
• Excellent communication, coaching, mentoring, and stakeholder management skills.  
• Familiarity with service management frameworks and operational governance practices (e.g., ITIL, KPI/SLA management, customer success methodologies).  
• Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications are desirable.  
• Proactive, accountable, and customer-focused leader with a strong sense of ownership and a commitment to developing people and delivering exceptional customer outcomes. 

Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.

About
We assess, develop and manage cyber threats across our increasingly connected society. We advise global technology, manufacturers, financial institutions, critical national infrastructure providers, retailers and governments on the best way to keep businesses, software and personal data safe.With our knowledge, experience and global footprint, we are best placed to help businesses identify, assess, mitigate & respond to the risks they face.We are passionate about making the Internet safer and revolutionising the way in which organisations think about cyber security.Headquartered in Manchester, UK, with over 35 offices across the world, NCC Group employs more than 2,000 people and is a trusted advisor to 15,000 clients worldwide.