Technical Account Manager

Strategic Advisory and Platform Leadership

• Serve as the primary technical liaison for key enterprise accounts, guiding technology strategy and platform evolution.
• Drive platform adoption and maturity across ServiceNow and its integrations with broader enterprise technologies, including automation, observability, and AI operations.
• Align client technology roadmaps to business priorities, ensuring measurable value delivery.
• Provide architectural oversight and ensure adherence to scalability, security, and best practice standards.
• Collaborate with client and Quintica stakeholders to co-create innovation and transformation roadmaps.

Leadership and Management

• Lead and mentor technical delivery teams, fostering a culture of excellence, collaboration, and continuous learning.
• Provide coaching, guidance, and performance management support to ensure consistent quality of delivery.
• Demonstrate sound decision-making during high-pressure situations such as incident or escalation management.
• Promote alignment across departments including sales, delivery, and operations to maintain a consistent client experience.
• Build a cohesive, high-performing technical community focused on business outcomes.

Problem Solving and Analytical Thinking

• Apply advanced analytical and troubleshooting skills to diagnose and resolve complex challenges.
• Conduct root cause analysis and identify trends to improve service stability and performance.
• Use data and insights to identify optimisation opportunities and drive platform improvement initiatives.
• Lead post-implementation reviews to capture lessons learned and embed continuous improvement into delivery models.

Communication and Stakeholder Engagement

• Communicate confidently with stakeholders at all levels from technical engineers to C-suite executives.
• Deliver engaging presentations, quarterly business reviews, and platform health updates.
• Produce clear, concise documentation and reports that support decision-making and governance.
• Build strong, trust-based relationships that position Quintica as a strategic technology partner.

Commercial and Growth Influence

• Identify opportunities to expand platform capabilities and promote ServiceNow as an enabler of enterprise integration and AI outcomes.
• Contribute to pre-sales and renewal discussions through technical insight and value articulation.
• Support the design and implementation of value realisation frameworks that demonstrate ROI from digital transformation initiatives.