Job Title: Technical Services Lead
Salary: Up to £75,000 Depending on experience
Location: West London - with a fixed weekly on-site customer commitment and regular visits to other customer sites.
Contract type: Permanent
#LI-Hybrid
About the role
The Client Technical Services Lead is the senior technical owner of a small portfolio of ARO's Public Sector and Education customers.
Your focus will be to grow those accounts by finding and shaping the technology change each customer needs, and to make sure that what ARO has sold is delivered as promised.
You will work closely with the Account Manager and Service Delivery Manager to ensure customers receive the right technical direction, that their technology roadmap is developed and maintained, and that opportunities for service improvement and account growth are identified and progressed.
You will initially take responsibility for a significant Education customer engagement, acting as a senior technical advisor, holding the rolling three-year technology roadmap and acting as a key technical contact.
The role will also cover a portfolio of named Public Sector and Education accounts, where you will lead structured account reviews, technology gap assessments and three-year roadmaps. You will identify opportunities to improve the customer's technology environment and develop commercially viable solutions.
Working alongside Account Managers and technical specialists, you will turn approved roadmap items into qualified opportunities, with a focus on incremental gross profit, margin and cost-to-serve.
Requirements
What you’ll do
Customer technology leadership: Act as the senior technical contact for assigned customers, building relationships with senior IT stakeholders and providing technical direction across their managed service environments.
Technology roadmaps and reviews: Own and maintain three-year technology roadmaps, leading structured account reviews to identify technology gaps, risks, single points of failure and opportunities for improvement.
Commercial account growth: Work alongside Account Managers to identify and develop opportunities across ARO's solution areas, growing incremental gross profit across assigned accounts.
Solution development: Translate customer requirements and approved roadmap items into qualified opportunities, working with pre-sales architects and technical specialists to develop solutions and commercial proposals.
Commercial assessment: Evaluate opportunities based on customer value, margin, cost-to-serve and commercial fit before committing resource.
Customer governance and innovation: Lead strategic technology discussions, customer review forums and innovation sessions, bringing vendor expertise and technology developments into customer roadmaps.
Delivery assurance: Track sold roadmap items through to delivery, working with service delivery and project teams to manage risks and ensure agreed customer outcomes are achieved.
Service and relationship development: Oversee key customer technology commitments, including service standards, demand planning, cyber security reporting, multi-vendor coordination and continuity of technical knowledge.
What we are looking for?
We are looking for someone with a strong technical background who combines technical knowledge with commercial awareness and the ability to develop customer relationships and identify opportunities for account growth.
You will be comfortable working with senior customer stakeholders, leading technology discussions, developing roadmaps and working alongside Account Managers to turn customer requirements into commercially viable opportunities.
Essential
Senior technical background across the managed service estate (network, infrastructure and cloud, Microsoft 365 and identity, security) with the breadth to hold a whole-estate view and the judgement to know when to bring in a specialist.
Proven experience as a technical account manager, service architect or senior consultant with responsibility…