At Synoptek, we think globally and act locally.

As the world's first Managed Experience Provider (MxP), Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses.

We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team.

When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, drives growth, and delivers clarity.

This is an exciting opportunity for you to be a part of this journey!!

The Senior Technical Account Manager is responsible for managing strategic client relationships, leading technical service delivery initiatives, and ensuring operational excellence across managed services environments while acting as a trusted advisor and driving customer satisfaction, operational stability, and long-term business value.

Key Responsibilities:

- Manage strategic enterprise client relationships and serve as the primary point of contact for technical and operational matters.

- Drive end-to-end service delivery activities across managed services engagements, ensuring adherence to agreed service levels and operational standards.

- Establish and maintain operational governance frameworks, including periodic service reviews, performance reporting and executive-level updates.

- Manage critical client escalations, coordinate with internal leadership and develop service recovery plans to ensure timely resolution.

- Monitor service health, operational risks, KPIs, SLAs and other service performance metrics.

- Translate complex technical issues into business-focused recommendations and improvement opportunities.

- Coordinate with cross-functional teams, including infrastructure, cloud, cybersecurity, support and operations teams.

- Drive incident management, problem management and root cause analysis activities.

- Identify opportunities for service improvement, operational optimization and enhanced customer experience.

- Provide consultative guidance to clients on enterprise infrastructure, cloud technologies, cybersecurity and managed services solutions.

- Manage stakeholder communication and ensure alignment between client expectations and internal service delivery teams.

- Support billing, contract management, service scope alignment and commercial discussions.

- Lead service performance reviews, operational governance meetings and strategic client discussions.

- Proactively identify emerging technology trends, compliance requirements and opportunities to improve managed services delivery.

Required Skills & Qualifications:

- Proven experience in Technical Account Management, Service Delivery or Managed Services.

- Strong expertise in managing enterprise client relationships and strategic accounts.

- Experience in managing end-to-end service delivery within managed services environments.

- Strong understanding of operational governance, service management frameworks and performance reporting.

- Hands-on experience in escalation management, service recovery planning and stakeholder management.

- Understanding of enterprise infrastructure, including servers, storage, networks and IT operations.

- Knowledge of cloud technologies and enterprise cloud environments.

- Experience with SLA management, KPI tracking, incident management and problem management.

- Ability to translate technical challenges into business recommendations and actionable solutions.

- Experience coordinating cross-functional technical teams and senior leadership stakeholders.

- Strong communication, presentation, negotiation and client management skills.