Implementation & Technical Account Manager

Permanent United Kingdom Full Time

Implementation & Technical Account Manager

Position Summary

This combined role merges Janison’s Implementation Consultant and Technical Account Manager (TAM) disciplines into a single UK-based technical point of contact for Janison’s UK and EU client contracts. You are the primary technical liaison between clients and Janison’s technical teams owning platform configuration and environment design, event readiness planning, incident/problem management, and the training and enablement clients need to operate independently.

The role carries direct accountability for ITIL-aligned service management delivery, including event readiness, incident severity management and continuous service improvement.

This is a UK-based hybrid role with occasional travel and out-of-hours support for live assessment events.

Duties & Responsibilities

Technical Implementation & Configuration

Work with clients to design and configure the Janison environment: authentication, roles and permissions, delivery workflows, data flows and integrations (SSO, LMS, data feeds, APIs).

• Lead technical configuration for implementation, change requests, major releases and platform enhancements, partnering with AU-based Platform Enhancements and Integrations squads.
• Ensure technical readiness before go-live: configuration reviews, sanity/load testing, runbooks and client-specific configuration workbooks.

Assessment Event Readiness & Delivery

• Own and maintain the Event Readiness Plan for assigned client contracts, covering environment validation, candidate/user access checks and contingency planning.
• Act as technical owner for high-stakes assessment events, including seasonal or peak assessment windows, coordinating internal teams and providing real-time monitoring during live events.
• Lead post-event and post-implementation reviews, including incident/root-cause analysis and recommendations for improvement.

Incident, Problem & Service Management

• Take ownership of critical and high-impact incidents, coordinating Support and Development teams (including Level 2 and Level 3 support functions) to ensure diagnosis and resolution within agreed severity timeframes.
• Monitor and report on service KPIs (availability, incident response/resolution, ticket ageing and trends) in line with Janison’s ITIL-aligned Incident Management process, contributing to monthly service reporting.
• Maintain accurate, up-to-date records of technical configurations, decisions and client interactions.

Training, Enablement & Value Realisation

• Establish and deliver training, onboarding documentation and knowledge assets (playbooks, how-to guides, FAQs) so clients’ in-house service desk and training teams can operate independently.
• Act as Subject Matter Expert on Janison platform capabilities, advising on best practice to reduce operational risk and drive adoption of new features.
• Provide structured feedback to Product and Development on customer needs and enhancement priorities.
• Use AI-enabled tools where appropriate to support documentation and knowledge asset creation, incident diagnosis and client-facing enablement material, in line with Janison’s AI adoption expectations.
• Escalate risks, issues and capability gaps to the Programme Director, and engage constructively with structured mentoring and development support provided.

Experience, Skills & Qualifications

Essential

• Certifications: ITIL Foundation v4 (minimum)
• Experience: 3-5+ years in a technical, customer-facing implementation or TAM role in a SaaS/enterprise software environment, ideally supporting mission-critical or high-stakes events
• Technical expertise: Strong understanding of SaaS architecture, identity and access management, data integrations/imports and browser/client troubleshooting
• Skills: Excellent communication across technical and non-technical audiences; resilience and structured root-cause problem solving under incident pressure
• Eligibility: Eligible to work in the UK and able to satisfy BPSS-aligned pre-employment screening (identity verification, right to work, references and a criminal record check appropriate to the role). Holds a current, valid passport enabling travel outside the UK as required for the role.

Desirable

• Certifications: Cloud/platform certification (e.g., Microsoft Azure)
• Certifications: Further ITIL practice modules (e.g., Incident/Problem Management)
• Experience: Experience in digital assessment/EdTech implementation
• Technical expertise: Experience with Janison Insights or comparable assessment platforms
• Skills: Experience delivering training or enablement to government or institutional clients

Next Steps

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