Senior Technical Account Manager

Description:

This Senior Technical Account Manager & IT Service Delivery Manager role is a strategic leadership position responsible for owning the complete customer relationship and service delivery for critical defence/public sector clients. You will serve as the primary strategic partnership owner and component IT service manager, directly accountable for customer satisfaction, service continuity, and account growth. This is a challenging, high-ownership role that demands someone who takes full accountability for outcomes, drives their team to excellence, and serves as an indispensable strategic partner to our most demanding customers.

Based in Hampshire and reporting to senior DXC leadership, you will own both the customer-facing relationship and the technical delivery of infrastructure services. This dual responsibility—excelling as both a relationship strategist and a hands-on service manager—defines this role. You will combine exceptional stakeholder communication with deep technical acumen, lead cross-functional teams with authority and confidence, and be the trusted voice that clients turn to in moments of complexity or crisis. Your success will be measured by customer advocacy, retention, service excellence, and your ability to expand the account through strategic partnership and demonstrated value.

Key Responsibilities

Stakeholder Management & Customer Partnership (Primary Accountability)
Own the complete customer relationship and serve as the primary trusted advisor and strategic partner to executive-level client stakeholders, understanding their mission, strategic priorities, and critical success factors
Conduct regular business reviews, health checks, and strategic planning sessions to ensure alignment on service delivery, account direction, and long-term partnership value
Communicate proactively and transparently with customers on service performance, roadmap developments, risks, and opportunities; translate internal DXC capabilities into customer-centric language and value propositions
Act as the single point of escalation and resolution authority for complex, sensitive issues; manage customer concerns with empathy, urgency, and accountability to ensure satisfaction and trust
Build and maintain strong relationships across the customer's organisation—from technical teams to C-suite executives—creating a network of advocates and understanding decision-making dynamics
Component Service Delivery & Operations Management
Own end-to-end delivery of a critical component of the infrastructure service; take accountability for service performance, availability, quality, and customer experience within your domain
Lead the operational team, set high performance standards, drive continuous improvement, and mentor technical staff to achieve service excellence and operational resilience
Identify and implement process improvements, automation, and innovation initiatives that enhance service delivery efficiency and reduce operational costs
Account Growth & Commercial Responsibility
Identify and pursue revenue opportunities through service expansion, upsell of complementary capabilities, and strategic account development; build the business case for new service offerings
Own and manage account budgets, pricing, profitability, and forecasting; ensure commercial performance while maintaining customer satisfaction
Balance short-term operational delivery with long-term account strategy; nurture customer loyalty and advocate status to protect revenue and create expansion opportunities
Required Skills & Experience

Exceptional communication and interpersonal skills—the ability to articulate complex technical concepts to non-technical audiences and build authentic rapport with customers at all levels
Proven ability to build and sustain executive-level relationships; track record of becoming a trusted strategic advisor and single point of contact for demanding customers
Proven experience in technical account management or service management in large, complex, high-stakes client environments (government, defence, or mission-critical sectors preferred)
Strong technical background in infrastructure services, managed services, or IT operations; comfortable operating at both strategic and tactical levels
Ownership mindset—someone who takes full accountability for outcomes, drives teams to deliver results, and doesn't shy away from challenging decisions or difficult conversations
Demonstrated ability to manage and influence senior internal and external stakeholders; comfortable reporting to C-suite executives and navigating complex organisational dynamics
Strong financial acumen and commercial awareness; ability to own budgets, manage profitability, and understand the business drivers behind customer needs
Resilience and composure under pressure; ability to manage crises, escalations, and ambiguity while maintaining customer confidence and team morale

Security & Location Requirements

This role is site-based in the Hampshire area
Candidates must hold current DV (Developed Vetting) clearance due to customer requirements