Senior Manager | Account Management & Service Delivery

Job Description

Senior Manager - Account Management & Service Delivery Are you a leader who can not only inspire a team spread across time zones but can also seamlessly weave together the threads of account management, service delivery, and provisioning? Can you translate sales promises into tangible results, exceeding customer expectations every step of the way? If you're a master of diplomacy with a knack for navigating complex situations, then this role is tailor-made for you. The Company: Our client, a leading provider of IT services and unified communications solutions, isn't just looking for a manager; they're looking for a unifier. Someone who can bridge the gap between sales, service delivery, and provisioning, ensuring that what's promised is what's delivered, and that the customer experience is nothing short of exceptional. They need a leader who can keep all the plates spinning without needing to call in the CEO/GM every time one wobbles. This is a national role with hubs in Adelaide, Brisbane, and Darwin, offering the chance to make a real impact on a growing company with a strong commitment to its employees. About the Role As the Senior Manager - Account Management & Service Delivery, you'll be the conductor of a customer experience symphony, ensuring that every section – from account management to service delivery and provisioning – is playing in perfect harmony. You'll be the voice of reason, the master of compromise, and the champion of customer satisfaction. You'll build bridges between departments, translate technical jargon into plain English, and ensure that everyone is working towards the same goal: exceeding customer expectations. Key Responsibilities Lead and manage the Account Management, Service Delivery and provisioning teams , fostering a culture of collaboration and customer-centricity. Direct management of a few key accounts, building strong relationships and ensuring their needs are met. Develop and implement strategic account plans that align with sales promises and internal capabilities. Oversee service delivery and provisioning, ensuring that projects are completed on time, within budget, and to the highest standards. Act as the central point of communication between departments, ensuring that everyone is on the same page and working towards the same goals. Proactively identify and resolve potential conflicts or challenges, preventing escalations and keeping things running smoothly. Develop and implement strategies to improve efficiency, optimise resource allocation, and enhance the customer experience. Monitor performance metrics, identify areas for improvement, and drive continuous improvement initiatives. Build strong relationships with key stakeholders, including sales, technical teams, and customers. Foster a positive and productive work environment that encourages collaboration, innovation, and customer focus. Qualifications & Experience 10+ years of experience in account management, IT service delivery, or a related field, with a proven track record of success. Strong leadership and people management experience, with the ability to inspire and motivate teams. Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport with diverse stakeholders. Strong problem-solving and decision-making abilities, with a knack for finding creative solutions. Experience in the IT services industry is needed, with knowledge of unified communications and telecommunication solutions being a plus. An understanding of various sales methodologies and specifically account management strategies and execution. Strong commercial acumen and experience in managing budgets and resources. A passion for customer service and a commitment to exceeding expectations. Personal Characteristics Diplomatic and tactful, with the ability to navigate sensitive situations and build consensus. Proactive and solutions-oriented, with a can-do attitude and a willingness to go the extra mile. Highly organised and detail-oriented, with the ability to manage multiple priorities and deadlines. A strong communicator and active listener, with the ability to understand and empathise with different perspectives. Calm under pressure, with the ability to maintain composure and make sound decisions in challenging situations. A team player who is willing to collaborate and share knowledge. A sense of humour and a positive outlook, because a little laughter can go a long way in diffusing tension. Benefits In your new leadership role, you will be rewarded by way of a competitive salary package ranging from $160,000 to $180,000 plus super and commission , commensurate with your experience and qualifications. But it's not just about the money! You'll also enjoy benefits like onsite parking and the tools you need to succeed, plus a flexible hybrid work arrangement that allows you to enjoy the best of both worlds. More importantly, you'll have the opportunity to join a leading and growing national business, working with a talented and supportive team, and make a real difference in the success of the company and its clients. How to Apply If you're ready to take on this challenging and rewarding role, we encourage you to apply! Please hit apply now to submit your resume and cover letter today! We can't wait to hear from you! #J-18808-Ljbffr