Technical Account Manager

📌 Job Title: Technical Account Manager - Data & AI 📝 Engagement: Full Time, Permanent 🌏 Location: London - Hybrid ⌚ Working hours: 0845 -1730 💰 Salary: Negotiable DOE About the role As a Technical Account Manager, you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects. What you'll do - Service delivery governance: Govern service delivery performance, ensuring compliance with agreed processes and clear oversight of SLA, KPI and service data - Technical Design Authority: Govern designs and changes across Azure, Fabric, Purview and Databricks, ensuring alignment with customer architecture, strategy and Microsoft reference patterns - Platform architecture advisory: Advise Data Operations on platform architecture and assess the operational impact of proposed changes - Lifecycle and upgrade management: Assess Microsoft releases and breaking changes, plan-controlled upgrades, maintain the platform change calendar and communicate impacts in advance - Platform evolution and adoption: Lead quarterly platform-evolution reviews, evaluate new Microsoft capabilities and recommend adoption opportunities for the customer’s technical strategy and forward roadmap - Capacity and cost advisory: Own CU and OneLake consumption forecasting, right-sizing, SKU recommendations, budget projections and technical oversight of cost optimisation - Data governance oversight: Oversee in-scope data quality, PII checks and classification, working with the customer’s Data Governance team or Data Council and identifying suitable managed-service extensions - Acceptance into Service: Provide technical review, approval and oversight to ensure service levels, support readiness and operational continuity are maintained - Operational support and improvement: Work with operational and Service Delivery teams to resolve technical issues, guide major incidents, own escalations where possible and ensure complaints, Continual Service Improvement and Service Improvement Plans are technically valid - Documentation and runbook assurance: Own and improve technical documentation, Knowledge Base Articles and platform runbooks, ensuring updates after every P1 or P2 incident and maintaining assurance over documentation quality - Collaboration & Stakeholder engagement: Collaborate with the Account Director, Enterprise Architect and pre-sales team to identify opportunities for Fabric optimisation, wider data-platform coverage, automation, ServiceNow integration, resilience testing and additional DataOps or architecture-advisory services What you'll bring - A good technical background covering a variety of technical workstreams including: - Microsoft Fabric – capacities, Data Factory pipelines, OneLake, Lakehouse / Warehouse, notebooks / Spark and semantic models - Microsoft Purview – Data Map & catalogue, data-quality scans, classification / PII and governance - Power BI & reporting - Azure data services and Azure Monitor / Log Analytics - Microsoft Entra ID – access provisioning and security groups - ServiceNow / ITSM tooling - Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team - Manage and prioritise tasks/time efficiently - Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision - Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines - ITIL foundation qualification or better What we offer - 25 days leave + bank holidays - Your birthday off - Enhanced parental leave - Company Pension - Private medical - Gym membership - Cycle to work scheme - Employee assistance programme - Endless learning opportunities Who are we Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible. We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact. Our values - #1 Be the best you can be - #2 We do what we say - #3 Together we win Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com To be considered for this position, you must have full rights to work in the UK. Equal Opportunities at Acora Group Acora Group are an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people based on qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!