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.

What Success Looks Like

• 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.

What You Will Do

1. Technical Relationship & Advisory

• 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.

2. Technical Roadmap & Lifecycle Management

• 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.

3. Service & Operational Oversight (Technical)

• 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.

4. Continual Service Improvement & Optimisation

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

• Drive technical CSI initiatives with measurable, outcome-focused results.

• Analyse operational and monitoring data to pre-empt issues and improve performance.

• Promote adoption of best-practice architecture and security standards.

5. Commercial & Growth Enablement (Supporting)

• Identify technical opportunities for service expansion and modernisation with account and SDM teams.

• Support solutioning and scoping of additional or out-of-scope work.

• Work with CDW Professional Services, service design, and specialist practices where required to shape technically appropriate proposals, assessments, migrations, and project-based outcomes.

• Provide technical input to renewals, service design, and transition activity.

• Record and track service-led opportunities via Salesforce in support of commercial owners.

6. Cross-Functional & Vendor Collaboration

• Coordinate with internal delivery, architecture, security, and project teams.

• Manage third-party and vendor technical relationships and escalations on the customer's behalf.

• Ensure technical alignment across service design, transition, and delivery.

• Engage CDW Professional Services and portfolio specialists where customer requirements sit outside standard managed services scope or require deeper design, implementation, or transformation capability.

• Promote continuous improvement and knowledge sharing across CDW.

Behavioural Competencies

• Customer First - builds trust and delivers technical value.

• Technical Credibility - deep, current technical knowledge and hands-on understanding.

• Accountability - ownership of technical outcomes and estate health.

• Commercial Awareness - recognises technical opportunity and risk.

• Collaboration & Influence - works effectively across teams and vendors.

• Continuous Improvement Mindset - data-driven technical enhancement.

• Excellent Communication - translates technical detail for varied audiences.

• Problem Solving & Analytical Thinking - structured diagnosis and resolution.

• Resilience & Adaptability - handles pressure and manages multiple priorities.

• Growth Mindset - proactive, curious, and challenges the status quo.

What We Expect of You

Required:

• ITIL v3 / v4 Foundation.

• Proven experience in a technical account management, senior technical support, or technical consulting role within an MSP or IT services environment.

• Strong understanding of how to position and connect managed services outcomes to a broader technology portfolio, including cloud, security, workplace, infrastructure, lifecycle, and professional services capabilities.

• Strong, broad technical knowledge across relevant domains such as networking, cloud (Azure / AWS / Microsoft 365), infrastructure, security, and end-user compute.

• Experience owning technical roadmaps and leading RCA, major incident, and problem technical resolution.

• Strong ITSM toolset capability (ServiceNow).

• Ability to translate technical issues into business-relevant insight.

• Highly competent in technical reporting, analysis, and presentation.

• Experience delivering governance meetings, technical reviews, and QBRs.

Desirable:

• ITIL Intermediate or equivalent.

• Relevant technical certifications (e.g. Microsoft, Cisco, AWS, security).

• Salesforce experience.

• Experience with automation / scripting and monitoring / observability tooling.

CDW is committed to being an AI-fluent organization

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.