Technology Alignment Manager

3 weeks ago

Toronto, Canada Manawa Full time

Manawa has an exciting opening for an experienced, well-rounded Technology Alignment Manager (TAM) / Virtual Chief Technology Officer (vCTO) to join our team. This is an opportunity to play at a high level, surrounded by a team of highly qualified peers and to join a company that will challenge you to grow both your technical and business skills.

RESPONSIBILITIES

1. Proactive services
- Alignment against company standards and discovering technical risk is the primary focus. Regular onsite assessments create a proactive approach to servicing technical needs.
- Verifying Centralized Services tools, monitoring, and configurations are working.
- Establishing a technical relationship will let the TAM communicate from a hands-on level. TAM interaction gives the customer a heads up on what recommendations they may pass on.

2. Perform regular alignment (Remote and on-site, regular and after hours, weekends as needed)
- Have alignment visits on a regular frequency. A common method of determining visit count depends on monthly recurring revenue. A customer paying more may indicate a greater need for frequent alignment reviews. A minimum starting point would be at least once per quarter.
- Review meetings with the vCIO after completing onsite reviews. Using the findings of a review allows both roles to form a consensus on recommendations.

3. Onsite and remote visits
- Scheduled onsite visits are preferable to remote assessments. Building a customer’s trust requires face to face contact with end users. Seeing a TAM onsite reassures them the TSP is delivering on their promise.
- Alignment reviews completed via remote methods are doable. While it is always recommended being onsite, remote work is possible under certain circumstances. Clients are expecting an onsite resource for this type of work.
- A full day dedicated to a customer’s onsite assessment is necessary. Undivided attention assures them prioritizing others is not occurring during this visit. Half days short the customer by not allocating enough time to perform an assessment. Using half days to schedule many visits creates a time crunch that will not benefit the TAM or customer.
- Schedule onsite visits one year in advance. The client is then aware of the TAM arrival date and time.

4. Reactive Services
- Identify reactive support trends and risks within clients’ IT environments
- Complete scheduled reactive tickets as assigned while onsite. Some tickets need an onsite to resolve and it is best to schedule the work while they are there. This will prevent unnecessary onsite visits by condensing them into a single onsite.
- Perform simple implementations like upgrading software, connecting a phone, or installing a printer. Scheduling small moves, adds, and changes while onsite is more efficient than a separate project.
- Train end users to use the Service Desk even while the TAM is onsite. Scheduled implementations and tickets are a priority once the risk assessment concludes. Unsolicited issues brought to the TAM may pull them away from other tasks. Showing users how to call the Service Desk will prove they can expect a timely resolution.

5. Develop and maintain technical knowledge of client environment
- A TAM develops and maintains knowledge of a customer’s technical environment. These include the hardware, software, and cloud services. Staying updated provides valuable insight to the other delivery areas.
- Technical configuration is key to providing proactive services. Well-documenting the configuration of technologies allows for easier implementations or reconfiguration.
- Keeping vendor relationships active allows the TAM to contact the right vendor at the right time. Bypassing general support when necessary and accessing top-tier support is more efficient. A dedicated account manager or technician with a vendor gets issues escalated faster.
- Daily technology use is fundamental to the customer’s business success. Using technology provides recommendations to merge, expand, or cut waste.

6. Create a document and information repository to consolidate knowledge. Document management simplifies updates and accessibility for team members. All service delivery areas benefit from a central repository.

**7. Drives down reactive support**:

- A proactive role using technical alignment keeps reactive support low for Service Desk and other service delivery areas. An increase in reactive support weighs on all delivery areas in the company.

**8. Strong relationship with the client**:

- Maintaining a strong relationship with clients enables trust in your organization. This creates leverage, making them susceptible to recommendations made by the vCIO. An insufficient trust will cause a client to be defensive and not invest in upgrades.
- Make recommendations how to improve their systems, networks and business operations
- Ensure that clients are receiving appropriate Centralized Services and reports
- Support the vCIO in presenting business technology

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