Technical Account Manager

Job Title: Corporate & SMB Technical Account Manager

Contract: Permanent

Location:
Ergo Office, 1st Floor, Block T, D03 R6C6, CO DUBLIN

Working Model: Hybrid

Overview:

Ergo is looking for a Technical Account Manager (TAM) to lead the IT Infrastructure services for some of our top Corporate and SMB clients in the Financial, Pharma, and Public sectors.

This is a strategic, people-first leadership role where you will guide a high-performing team of technical experts, ensuring world-class service delivery and technical excellence across complex IT environments.

1. Technical Account Management

• Serve as a technical consultant and point of escalation for your client accounts.
• Oversee end-to-end IT infrastructure services including Network, Servers, Storage, Security, Virtualization, Cloud (Azure), Microsoft technologies (O365, Intune), and Data Centre operations.
• Act as the strategic advisor for clients, shaping their IT roadmap to align with business goals.
• Partner with internal teams (Service Delivery, PMO, Sales, Solutions, etc.) to ensure successful service delivery and project execution.

2. Service Excellence & Operational Oversight

• Own service metrics (SLAs, OLAs, KPIs) and drive continual service improvement initiatives.
• Use ITIL, Lean, and Six Sigma practices to troubleshoot issues and implement proactive solutions.
• Manage complex escalations and ensure timely root cause analysis and resolution.
• Lead monthly and quarterly business reviews with key stakeholders and clients.

3. Strategic Thinking & Client Engagement

• Act as the de facto CTO for client accounts, advising on IT strategy and innovation.
• Identify risks and opportunities, and proactively deliver solutions that improve client satisfaction and business outcomes.
• Provide thought leadership and stay up-to-date with the latest tech trends and best practices.

4. Governance & Compliance

• Drive compliance with ISO, GDPR, SOC, and other audit standards.
• Own Disaster Recovery (DR) and Business Continuity Planning (BCP) exercises.
• Prepare and lead internal and external governance reviews.

What You Bring

• 6+ years of experience in TAM, Technical Consulting, or Senior Infrastructure Support.
• Proven people management and leadership experience in a technical environment.
• Hands-on expertise across key IT Infrastructure areas (e.g. Network, Servers, Azure, VMware, Security).
• Strong knowledge of ITSM tools like ServiceNow, and experience with ITIL frameworks.
• Exceptional communication, critical thinking, and problem-solving skills.
• Comfortable working in complex, high-pressure environments with global clients.

Nice to Have

• ITIL v4, Lean Six Sigma, or PMP certifications.
• Microsoft Azure Fundamentals, AWS Cloud Practitioner, VMware, or Citrix certifications.
• Master's degree or MBA in Business or Technology.

Basic Qualification & Technical Skills (Trained, Tested & Certified)

• Bachelors - (Computer science / IT/ Engineering)
• ITIL V3/V4 Foundation
• Experience in supporting VMWare, Citrix Virtualization Technologies
• Experience in supporting Windows Server (Active Directory, MS Exchange, O365), Virtualisation technologies (VMware, Citrix), MS - (Azure, Intune, Defender)
• Experience in supporting Data Centre operations (On Premise, Public, Hybrid) requests, incidents, h/w upgrades, host/rack level decommission, etc
• Experience in supporting Networks (LAN/WAN, AP, Routers, Switches)
• Exposure to Lean & Six Sigma, PMP methodologies

Ability to work in Ireland:

Irish/European - Citizen (OR) Stamp4 Visa holder

Desirable
Qualification

• Masters - (Computer science / IT/ Engineering)
• Degree in Business Administration / MBA
• Citrix Certified Associate, VMware Certified - Cloud Infrastructure Administrator
• MS Azure Fundamentals certificates
• AWS cloud practitioner, MCSE, CCNA certified
• Lean & Six Sigma certified