Tsentinel Technical Account Manager – Team Lead - Remote Eligible

Sentinel Technical Account Manager (TAM) Team Lead

Thales are looking to hire a Sentinel Technical Account Manager (TAM) Team Lead to guide and mentor a team of Sentinel Technical Account Managers, enabling the successful delivery, adoption and ongoing support of Sentinel products and services for our customers.

This is a customer-facing leadership role focused on driving technical excellence, customer success and long-term strategic partnerships. The Team Lead will foster a customer-centric culture, ensure customers' technical and business objectives are met and align delivery outcomes with Thales' commercial and strategic goals, ultimately maximising the Sentinel footprint.

What can we offer you?

On offer is a competitive salary and benefits package, which includes:

• Performance-related bonus
• Hybrid working
• Pension scheme
• 28 days annual leave (plus Bank Holidays)
• Life cover
• 24/7 Employee Assistance Programme and access to mental wellbeing support
• Employee discount schemes with major brands and retailers
• Learning, development and career progression opportunities within Thales

What will you deliver?

Leadership & Technical Guidance

• Provide hands-on guidance to the team in diagnosing and resolving complex technical issues, ensuring systematic troubleshooting and effective resolution.
• Act as an escalation point for advanced technical challenges, coaching TAMs on root cause analysis and structured incident management.
• Drive continuous improvement by encouraging knowledge sharing, collaborative problem-solving and documentation of lessons learned.

Business Partnership

• Collaborate closely with Sales, Product Management and Engineering to share customer risks, opportunities and roadmap insights.
• Advise on strategies to maximise Sentinel product usage, customer retention and long-term value.

Leadership & Management

• Lead, coach and manage a team of Sentinel Technical Account Managers, ensuring individual and collective performance aligns with Thales' objectives.
• Provide technical and professional mentoring, conducting regular 1:1s and supporting continuous learning and development.
• Set, monitor and report against team targets including customer satisfaction, SLA achievement and product adoption.
• Allocate TAM resources across customer accounts, balancing workload, priorities and risk.
• Support the professional growth, engagement and well-being of team members.

Customer Success Oversight

• Oversee the delivery and ongoing support of Sentinel products and services, ensuring a consistent and high-quality customer experience.
• Review and validate corrective action plans, root cause analyses and retrospectives produced by the team.
• Ensure best practices are followed for environment health checks, technical upgrades and proactive customer engagement.

Continuous Improvement

• Promote a strong feedback culture, consolidating customer insights and team recommendations for Product Management and internal stakeholders.
• Identify gaps in processes, tooling, or ways of working and drive improvements to service delivery methodology.
• Encourage innovative thinking and creative problem-solving to address customer challenges.

Who are we looking for?

You will bring proven leadership experience combined with strong technical credibility and a passion for customer success, including:

• Demonstrated experience leading technical, support, or customer success teams within a complex, multinational environment.
• Strong customer-facing background with a commitment to delivering excellent customer outcomes.
• Experience guiding teams through complex troubleshooting, advanced technical escalations and process optimisation.
• Excellent written and verbal communication skills, with fluency in business English.

Experience across a broad technical landscape, including:

• Linux, Unix, Solaris
• Cloud technologies (GCP, AWS)
• RESTful APIs
• Datadog or similar monitoring and observability tools
• Programming languages: C, C++, C#,.NET, Java
• Databases and enterprise platforms: SQL, Oracle, SAP, NetSuite

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years' residence in the UK over the last 5 years may be accepted, with additional overseas checks.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process.