Technical Account Manager

The TAM is the customers technical owner for the service and the expert voice in the relationship. They quantify the customers security maturity through the TAM Score framework build and steer a defensible 12-month technical roadmap and provide the depth of Microsoft Azure Sentinel/Defender XDR expertise needed to advise credibly on priorities. TAMs translate data into narrative - interpreting scores surfacing the highest-leverage gaps and guiding customers toward measurable improvement quarter by quarter. They act as a technical buffer between customers and internal operational teams by resolving technical queries advising on improvements and ensuring issues are properly packaged when escalation is required.

Key Responsibilities

• Own the technical relationship: understand the customer environment end-to-end maintain technical context and operate as the trusted advisor in the partnership.
• Own the TAM Score narrative: interpret Environment SOC and Health scores into a credible story about where the customer stands and where to focus next - accountable for the quality of the diagnosis and recommendations not the absolute score.
• Build and maintain the 12-month technical roadmap: anchored to the TAM Score with defined quarterly focus areas tied to the highest-leverage gaps.
• Deliver the TAM/technical portion of Quarterly Business Reviews: present the score narrate progress and align with customer stakeholders up to CISO/senior IT leadership.
• Deliver reactive technical support via tickets (troubleshooting investigation support remediation guidance).
• Deliver proactive technical expertise and drive continuous improvement (Tier A included): posture and coverage advisory tuning/noise reduction cost/retention optimisation automation uplift.
• Own technical deliverables: automation/playbooks where in scope custom analytics and workbooks.
• Drive the operational health-check catalogue as scheduled workstreams within the roadmap.
• Advise on Defensive Breadth gaps (pentest cadence IR retainer EASM DLP tabletops etc) - surfacing risk credibly and identifying where NCC services can close the gap.
• Maintain and refresh the threat overview as the customers environment and threat landscape evolve.

Key Requirements

• Proven experience in cybersecurity IT operations or managed security services (37 years)
• Background in a customer-facing technical role (e.g. TAM Security Consultant)
• Experience engaging senior stakeholders (CISO Head of IT/Security)
• Strong understanding of SOC operations threat detection and incident response
• Ability to understand end-to-end customer environments (cloud infrastructure security stack)
• Experience with security tools (e.g. SIEM EDR SOAR DLP vulnerability management)
• Able to interpret and translate security metrics into clear risk-based narratives
• Proven ability to build and maintain 12-month technical roadmaps with quarterly focus
• Strong skills in data analysis prioritisation and identifying high-impact improvements
• Experience delivering Quarterly Business Reviews (QBRs) to senior audiences
• Ability to act as a trusted advisor owning the technical customer relationship
• Experience balancing reactive support (tickets troubleshooting) and proactive improvement
• Capability to deliver continuous improvement initiatives (tuning optimisation automation)
• Experience creating technical deliverables (playbooks dashboards analytics reports)
• Knowledge of defensive security domains (pentest IR EASM DLP tabletop exercises)
• Ability to identify security gaps and align solutions/services to mitigate risk
• Strong communication and storytelling skills adapting for technical and non-technical audiences
• Familiarity with service management practices (e.g. ITIL ticketing systems)
• Relevant certifications (e.g. CISSP CISM Security cloud security) desirable
• Proactive accountable and customer-focused mindset with strong ownership

Job Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday plus bank holidays with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension Life Assurance and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life like getting married/entering into a civil partnership becoming a grandparent and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave as well as time off and support for those undergoing fertility treatments.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1