Technical Alignment Manager

Role Purpose

The Technical Alignment Manager (TAM) is responsible for proactively aligning client technology environments with company standards and best practices. The role serves as the operational center of the Technology Success process, objectively assessing client infrastructure, identifying risks, and recommending improvements that reduce business risk and improve system performance. The TAM works closely with clients, the client Success Manager (CSM), the Virtual Chief Information Security Officer (vCISO), and internal service teams to ensure that technology environments remain secure, documented, and aligned to organizational standards. A core outcome of the role is reducing reactive support demand by continuously improving alignment and operational health within client environments.

Key Responsibilities

Technology Alignment

• Perform regular technology alignment assessments of client environments using the Technology Alignment Process (TAP)
• Evaluate infrastructure against company standards and best practices
• Identify misalignments, risks, and performance issues within client systems
• Recommend and track remediation actions that improve reliability and security

Documentation and Environment Knowledge

• Maintain detailed documentation of client environments including hardware, software, and cloud services
• Record configurations, warranty status, and infrastructure components
• Ensure documentation is accurate and accessible for service desk and centralized service teams

Client Communication and Reporting

• Produce alignment reports outlining risks, findings, and improvement recommendations
• Review alignment scores and environment health with client stakeholders
• Conduct short meetings during on site visits to review work completed and next priorities

Cross Team Collaboration

• Work closely with the Client Success Manager (CSM) and vCISO to ensure alignment findings support strategic technology planning
• Coordinate with service desk and centralized services to address identified issues
• Verify that monitoring, automation, and service tools are functioning properly in client environments

Proactive Environment Management

• Spend the majority of client visit time on proactive alignment work
• Limit reactive support work during visits and guide end users to the service desk for immediate issues
• Maintain a forward‑looking view of environment health and risk reduction

Success Metrics

• Maintain responsibility for approximately 20 client environments.
• Track the number of alignment visits scheduled and completed annually.
• Measure completion of alignment standard categories during client visits.
• Reduce Reactive Hours per End User per Month (RHEM) through proactive alignment activities.
• Maintain accurate and up to date client documentation.
• Demonstrate measurable improvement in client alignment scores and risk posture over time.

Qualifications

Required

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 2 to 5 years of experience in IT systems administration, technical consulting, or managed services.
• Strong knowledge of network and systems administration concepts.
• Experience evaluating and documenting IT infrastructure environments.
• Strong analytical and troubleshooting skills.
• Ability to clearly communicate technical findings and recommendations to clients and internal teams.
• High attention to detail in documentation and system analysis.

Nice to Have

• Experience working in a Managed Service Provider environment.
• Familiarity with remote monitoring and management platforms.
• Certifications such as CompTIA Network+, Microsoft Azure Fundamentals, or Certified Information Systems Auditor (CISA).

Cultural and Behavioral Expectations

• Direct, clear communicator who values structure.
• Maintains steady focus amid task interruptions.
• Operates methodically and consistently in routine‑based roles.
• Warm and supportive in tone without losing professionalism.
• Owns follow‑through and closes the loop consistently.
• Functions well in a role defined by known tools, known processes, and direct client interaction.

Explicit Role Boundaries

• The TAM focuses primarily on proactive alignment and environment optimization rather than reactive support.
• Reactive tasks during client visits should not exceed 25 percent of time.
• Strategic business planning and roadmap ownership are led by the CSM, while the TAM provides the technical alignment insights that inform those strategies.

Job Type

Full-time

Benefits

• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match

Work Location

In person

Application Process

Please note: Our application process has 2 steps, first you must complete the Culture Index Survey attached to the relevant job posting (https://go.cultureindex.com/p/qbRY6ACkAglh71W3MZE), then you must submit your resume. Only applicants who complete both steps will be considered. Thank you.