Technical Account Manager

About the role

WNS, part of Capgemini, is looking for a Technical Account Manager in Cape Town. The role supports IT projects and service delivery for clients, working closely with IT managers and the client's IT team in a business-as-usual (BAU) environment.

Key responsibilities

• Manage IT projects when onboarding new clients, including project plans, timelines and weekly reporting to stakeholders
• Organise IT resources to meet PMO and client timelines
• Maintain the relationship with the client and its IT team in BAU, and support IT managers so their client's IT operations run smoothly
• Take ownership of IT outages outside normal BAU processes and drive fast resolution with minimal downtime
• Draft IT service delivery reports and present them to senior management
• Keep close contact with customers to understand their expectations and service experiences
• Review business processes proactively, suggest improvements and flag opportunities and risks
• Create and maintain the Solution Design Document in BAU, and own project and client change requests in the IT environment
• Follow up on outstanding actions from stakeholders and work after hours or weekends when needed to coordinate client changes and UAT

Required profile

• Good communicator
• IT qualification (required unless you have more than 5 years of IT experience)
• Tertiary qualification desirable; management qualification desirable

Required skills

• ITIL V3 certification desirable
• Project planning and IT procurement knowledge