Technical Account Manager

About the role

The Technical Account Manager (TAM) serves as the primary liaison between TELUS International IT and both internal and external clients throughout the lifecycle of a client program. The TAM ensures seamless technology management, acts as a trusted adviser, and drives innovation initiatives.

Key responsibilities

• Own end‑to‑end technology management for assigned client programs, understanding specific infrastructure and applications.
• Communicate all technology issues, changes, and innovations to clients, acting as the single point of contact.
• Escalate and coordinate response during outages, keeping clients informed of restoration progress.
• Support problem management to implement long‑term solutions after incidents.
• Review Statements of Work for contractual IT compliance and partner with CRM and Call Center teams for metric reporting.
• Track YTD outages, issues, change requests, penalties, and technology‑related revenue.
• Coordinate client‑side changes following change‑management processes and support testing activities.
• Develop deep client business knowledge and propose additional IT services for efficiency and cost savings.
• Lead client program assessments and manage audits throughout the program lifecycle.

Required profile

• Bachelor’s degree in Systems, Computer Engineering, Computer Science or equivalent.
• Strong knowledge of enterprise IT, including network and telephony environments.
• Expertise in IT diagnostics, troubleshooting, and advanced application of the ITIL framework.
• Familiarity with contractual agreements such as Statements of Work.
• Proficient (C1) oral and written English.

Required skills

• Enterprise IT
• Network infrastructure
• Telephony systems
• IT diagnostics
• Troubleshooting
• ITIL framework