IT Account Lead

IT Account Lead – homebased
Competitive salary and discretionary bonus

An exciting opportunity to join us as an IT Account Lead and take ownership of delivering cutting-edge IT infrastructure and service improvements that enhance customer experience and drive business growth. In this pivotal role, you’ll:

• Lead and influence technical decisions, service delivery, and process improvements.
• Build strong partnerships with customers, ensuring collaboration and trust.
• Drive service excellence, meeting SLAs and KPIs while championing continuous improvement.
• Empower teams, leveraging their strengths to deliver responsive, high-quality solutions.

If you thrive on leadership, customer engagement, and making a measurable impact, this is your opportunity to shape outcomes and strengthen relationships in a dynamic, rewarding environment.

Successful candidates must be able to demonstrate strong leadership skills with evidence of experience in managing large IT Managed service accounts with the ability to manage and motivate teams operating across multiple functions.

Diversity statement
We’re truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and/or are from Black, Asian and other ethnic minority backgrounds
Role Level - D

Job title:

IT Account Lead

Job Description:

.

What we’re looking for:

Essential:

• Demonstrate strong leadership skills with evidence of experience in managing large IT Managed service accounts with the ability to manage and motivate teams operating across multiple functions.
• Extensive experience in managing PnL, cost/revenue management and client/account billing.
• Evidence a clear understanding of IT strategic and operational management within a complex digital services organisation serving public sector clients, with a track record of successful delivery.
• The ability to translate business needs into technical and service architecture requirements.

In addition, you will also have:  

• Ability to build and manage strong relationships with people across all levels of seniority.
• Provide effective leadership, people management, and delegation in a matrix managed structure to deliver an efficient and effective IT service.
• A proactive and collaborative approach to working with colleagues and suppliers, with strong facilitation and negotiation skills.
• Experience in negotiating with internal and external suppliers and effective supplier management.
• Comfortable working in a fast paced and dynamic environment
• Ability to manage different priorities, at both a strategic and a detailed, tactical level, delivering high quality outcomes under pressure.
• Highly motivated self-starter able to work with minimal supervision and direction.
• Confident in contributing to business objectives by meeting own performance objectives.
• Promote and drive company values and initiatives.

What you’ll be doing:

• Working as a key member of a team providing technical support to the Managed Service customer.
• Co-ordinating and leading the response and resolution of technical issues.
• Actively participating in delivery of support and provide governance over the technical solution.
• When required, attending monthly and quarterly service review meetings with the customer and contributing to reports produced, providing incident analysis and commentary on ongoing technical issues.
• Acting as a primary interface between the customer/Service Delivery Managers and Capita delivery teams – maintain a close working relationship with the SDM to collaborate on service improvement.
• An in-depth working knowledge of the customer’s business, applications, and relationship of the components of the overall technical and service solution.
• Building and maintaining collaborative relationships with service delivery teams and external suppliers.
• Act as the escalated point of contact should customer requirements not be met by the solution being delivered.
• Responsibility for managing the availability of the services by identification of trends, underlying issues with the infrastructure, deficiencies in the design, issues with delivery etc.

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent