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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing high-performing teams within cybersecurity and IT services, while driving customer retention and satisfaction through strategic partnerships and measurable outcomes. Proficient in managing technical roadmaps, service delivery, and operational improvements across global teams.
Highest-signal resume keywords
Cybersecurity LeadershipTechnical Account ManagementTeam DevelopmentCustomer Success InitiativesSOC Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Account ManagementCybersecurityService Delivery ManagementThreat DetectionIncident ResponseSIEMEDRSOARProcess OptimisationOperational Excellence
Soft Skills
CoachingMentoringStakeholder ManagementCommunicationInfluencing
Tools & Technologies
ITILKPI ManagementSLA ManagementCustomer Success Methodologies
Certifications & Qualifications
CISSPCISMSecurity+ITILCloud Security
Industry Keywords
Managed Security ServicesCustomer RetentionCustomer SatisfactionStrategic PartnershipsGlobal Teams
Tech Stack
Tools & technologiesCloudCyber Security
About the role
Key responsibilities & impact- Lead, coach, and develop a team of 5–6 Technical Account Managers
- Jointly lead the global TAM function with the peer Manager Technical Account Management across the UK, Netherlands, Australia, and Manila
- Personally own a portfolio of 10–12 strategic customers as a Technical Account Manager
- Drive customer retention and satisfaction through measurable customer outcomes, value realisation, and exceptional service experiences
- Oversee TAM deliverables, including technical roadmaps, TAM Scores, Quarterly Business Reviews, health checks, and continuous improvement plans
- Act as the senior escalation point for complex customer, service, and technical issues
- Manage team capacity, utilisation, and resource allocation
- Build relationships with Service Delivery Management, SOC Operations, Professional Services, Sales, and Client Services leadership
- Contribute to global TAM strategy, processes, methodologies, tooling, reporting, and best practices
- Support business growth and portfolio expansion by improving customer security maturity, increasing service adoption, and strengthening customer partnerships
- Contribute to Client Services leadership strategy, operational improvements, resource planning, and talent development
Requirements
What you’ll need- Proven experience in cybersecurity, managed security services, or IT services leadership
- Significant experience in a customer-facing technical role, such as Technical Account Manager, Security Consultant, Service Delivery Manager, or Customer Success Manager
- Demonstrated experience leading, coaching, and developing high-performing teams
- Experience managing distributed or global teams across multiple geographies and time zones preferred
- Ability to engage and influence senior customer stakeholders and executives, including CISOs, Heads of Security, CIOs, and senior IT leadership
- Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery
- Ability to understand and advise on end-to-end customer environments
- Experience with SIEM, EDR, and SOAR
- Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships
- Experience building and governing technical roadmaps, strategic improvement plans, and customer success initiatives
- Ability to interpret security metrics and performance data and translate them into risk-based recommendations and executive narratives
- Experience delivering and coaching others in Quarterly Business Reviews and executive-level presentations
- Ability to balance operational leadership, people management, and direct customer ownership in a player-coach environment
- Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence
- Excellent communication, coaching, mentoring, and stakeholder management skills
- Familiarity with service management frameworks and operational governance practices, such as ITIL, KPI/SLA management, and customer success methodologies
- Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications desirable
- Proactive, accountable, and customer-focused leadership with strong ownership and commitment to developing people and delivering exceptional customer outcomes
Benefits
Comp & perks- Flexible working options
- 25 days of holiday plus bank holidays
- Option to buy up to 5 additional days of annual leave
- Medicash
- Critical Illness Scheme
- Pension
- Life Assurance
- Share Save Scheme
- Community volunteering opportunities
- Green Car Scheme
- Cycle-to-work scheme
- Special time off for marriage/civil partnership, becoming a grandparent, and welcoming home a new pet
- Generous maternity and paternity leave
- Time off and support for fertility treatments