Job Description

Role Overview:

The Technical Alignment Manager (TAM) ensures that Clients' technology supports and enhances their business objectives while aligning Blue Fox Group (BFG) standards. Through quarterly technical assessments, strategic planning, and proactive support, the TAM maintains optimal and secure IT performance while leveraging a security first mindset.

The TAM is responsible for developing in-depth technical knowledge of the client's environment, identifying technical risks, managing service request escalations, and leveraging all technical teams to meet the Client’s requirements. This role requires close collaboration with vCIOs, acting as their technical counterpart and maintaining a deep, ongoing technical dialogue. Fostering healthy communication between the technical and business strategy teams are critical.

To succeed in this role, you should be highly service-oriented and passionate about delivering unmatched levels of customer service. Your primary focus will be on ensuring client satisfaction and retention. Strong communication skills and a genuine interest in building and maintaining effective, ongoing relationships with clients are crucial. Additionally, you will collaborate closely with a virtual Chief Information Officer (vCIO) to develop and implement technology roadmaps tailored to each client’s needs.

Key Functions and Responsibilities:

Technical Assessments

• Conduct routine comprehensive technical assessments of the client environment to achieve alignment with the BFG Standards Library and to identify areas for improvement.

Strategic Planning

• Develop technical strategies that support ongoing client business objectives focusing on technical alignment, business goals & growth and security.
• Emphasize forward-thinking and strategic vision ensuring IT initiatives align with business goals and the implementation of a well-planned technology roadmap.

Implementation & Product Guidance

• Provide recommendations for new technologies and processes.
• Ensure client is up to date on latest technology both from an implementation standpoint and verbalized through regular communication. (i.e. AI)

Proactive Support

• Anticipate potential issues and address them in a planned fashion. These efforts must be coordinated with the assigned vCIO, Client, and technical team.
• Work closely with Centralized Services to utilize the latest monitoring tools and maintain system health.

Collaboration with vCIO

• Your relationship with the vCIO team is paramount. The goal is to merge technical alignment with the vCIO’s business strategy, budgeting and technical roadmap.
• Participate in future planning sessions to align IT initiatives with business goals.
• Keep the vCIO up to date and apprised of IT changes, issues, needs or recommendations.
• The collaboration between the vCIO and TAM are two pillars that hold up the relationship with the Client and this team works together to reduce Reactive Services.

Quarterly Business Reviews

• Perform mandatory pre-QBR site visits while following documented SOP’s.
• Generate and Submit alignment reports to the vCIO in accordance with the Alignment Report SOP.
• Attend all QBR’s either in person or in Teams meeting. Out-of-state travel may be required depending on client expectations and needs.

Site Visits and Re-active Services

• Conduct an on-site visit at least once per quarter, additional progress reports and unique communication channels may be required for larger clients.
• Stay in tune with active and historic service tickets to provide optimal customer experience.
• Although the TAM is not responsible for the day-to-day Reactive Services, you will receive regular escalations from the RS team. For example, clients seeking to complete global configuration changes must be approved by the TAM and often converted into a project with an associated Scope of Work.

Knowledge & Communication

• Maintain contact knowledge of the clients technical environment, including hardware, software and cloud services.
• Document all technical configurations, application instruction, client SOP’s such as onboarding.

Qualifications & Competencies:

• 4+ years of experience in a technical role, supporting technologies such as IP phone systems, network equipment, and other technical services, with a keen interest in continually expanding that knowledge.
• Strong working knowledge of Azure cloud, Windows Server and network infrastructure recommended.
• Strong analytical and problem-solving skills.
• Hybrid work schedule (3 days in office per week).
• Occasional travel required 1-2 short trips per quarter.
• Excellent customer service orientation and dispute resolution skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to clients and provide guidance and training on best practices as needed.
• Highly self-motivated, with strong organizational and time management skills.

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