Account manager (MSM)

Employment: Contract Role

Experience: 10+ years

Location: Sydney and Newcastle, Australia- Hybrid

Eligibility: Candidates must have the right to work in Australia (Citizen, PR, Valid Visa holders).

Managed Services Manager / Service Delivery Manager

Key Responsibilities:

• Act as the primary client contact for managed infrastructure services, handling escalations and strategic communication.
• Govern service delivery against SoW & SLAs, ensuring compliance, reporting, and risk management.
• Drive Continuous Service Improvement (CSI) to enhance performance, availability, and resilience.
• Manage account financials, ensuring profitability and identifying upsell/cross-sell opportunities.
• Lead client governance meetings (MBR/QBR) with performance insights and strategic recommendations.
• Collaborate with internal teams (Engineering, Ops, Security, Service Desk) to ensure seamless delivery.
• Oversee ITIL processes: Change, Incident, and Problem Management, including RCA and preventive actions.

Key Requirements:

• 10+ years in Managed Services / Service Delivery within enterprise IT environments.
• Strong ITIL knowledge (certification preferred).
• Solid understanding of infrastructure: VMware/Hyper-V, Linux/Windows, Cloud (AWS/Azure/GCP), Storage, Networking.
• Strong client-facing, stakeholder management, and communication skills.
• Ability to analyze SLA metrics and present insights to executive audiences.
• Proficiency in Excel and PowerPoint for reporting and presentations.

Please drop your CV to [email protected]