Technical Account Manager

4 days ago

Melbourne, Australia DXC Technology Full time

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

**Role Overview**
The **Technical Account Manager (TAM)** is a pivotal client-facing role responsible for integrating and managing all run delivery services across the account. Acting as the Single Point of Contact (SPOC) for services delivered by the Integrated Delivery Hub (IDH) and other non-hub teams, the TAM ensures seamless service delivery aligned with contractual obligations and client expectations.

**Key Responsibilities**
- Serve as the single service owner accountable for meeting contractual SLAs and KPIs.
- Lead escalation and resolution of high-severity incidents.
- Act as an escalation point for the Service Desk and other delivery teams after hours and on weekends.
- Sign off on production deployments ensuring SLA alignment.
- Act as a trusted advisor to the client and internal delivery teams.
- Participate in client account reviews and lead internal delivery reviews.
- Interface with Project Services, Design, Security, and Practice Leaders.
- Drive stability, cost efficiency, and margin growth.
- Ensure compliance with client security policies and DXC standards.
- Maintain effective governance across Configuration, Change, Capacity, and Risk Management.
- Lead service transition to operations with mínimal impact.
- Promote standard delivery processes and tools.
- Collaborate on strategic programs and initiatives to improve service quality and performance.
- Deliver annual cost reductions and ensure alignment with Plan of Record (POR).
- Provide accurate financial and delivery reporting.
- Forecast demand and manage capacity planning.
- Ensure Business Continuity Plans (BCP) are in place and aligned with client requirements.
- Drive assurance and compliance as per contractual and policy requirements.
- Manage vendor performance and financial planning.
- Collaborate with subcontractors and global delivery hubs to meet service goals.

**Qualifications & Experience**
- Proven experience in technical account management or service delivery leadership.
- Demonstrated ability to manage cross-functional teams and complex service environments.
- Excellent communication, stakeholder management, and problem-solving skills.
- Experience with ITIL frameworks and service governance processes.
- Familiarity with DXC delivery tools and methodologies is a plus.

**Core Competencies**
- Infrastructure Knowledge - Understanding of data center, cloud, network, and server technologies.
- Client Relationship Management - Ability to build trust and maintain strong client partnerships.
- Operational Leadership - Skilled in managing service operations, escalations, and continuous improvement.
- Availability & Responsiveness - Ability to act as an escalation point for critical issues outside standard business hours, including weekends.

**Key Metrics of Success**
- SLA and KPI achievement (e.g., Incident TTR, Availability, RCA turnaround, Change success).
- Client satisfaction and relationship strength.
- Operational stability and cost efficiency.
- Compliance and risk mitigation effectiveness.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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