Technical Service Manager in Melbourne, Washington at Macquarie Technology Group

We're looking for an experienced Technical Service Manager (TSM) to become the trusted technical advisor for a portfolio of enterprise customers.

This is a highly visible post-sales role that combines technical consulting, service delivery, customer engagement and project leadership. You'll own the technical relationship with your customers, ensuring their environments remain reliable, secure and optimised while identifying opportunities to improve their technology and overall experience.

Working closely with Sales, Engineering, Service Delivery and Operations, you'll oversee technical implementations, lead service reviews, manage escalations, and provide strategic guidance that helps customers maximise the value of their investment with Macquarie Telecom.

If you enjoy solving complex technical challenges, building long-term customer partnerships and influencing positive business outcomes, this is the role for you.

• Passionate about delivering exceptional customer experiences and building long-term trusted relationships.
• A confident communicator who can engage with technical teams through to executive stakeholders.
• Naturally proactive, identifying opportunities before they become problems.
• Comfortable managing multiple customers, projects and priorities simultaneously.
• Calm under pressure and experienced managing critical incidents and escalations.
• Collaborative and able to build strong relationships across technical and commercial teams.
• Curious about technology and committed to continuous learning and professional development.
• Commercially aware with the ability to identify service improvement and growth opportunities.
• Highly organised with excellent planning, prioritisation and follow-through.

• Experience delivering technical service management or service delivery within telecommunications, managed services or enterprise IT.
• Strong understanding of enterprise networking, voice, data, cloud and managed infrastructure environments.
• Experience leading technical implementations, customer handovers and service transitions.
• Proven ability to manage customer escalations through to successful resolution.
• Experience conducting technical reviews, service audits and recommending continuous improvements.
• Strong knowledge of service delivery frameworks and Service Level Agreements (SLAs).
• Ability to interpret technical issues and communicate solutions clearly to both technical and non-technical stakeholders.
• Excellent written and verbal communication skills, including customer presentations and reporting.
• Strong stakeholder management with the ability to influence outcomes across multiple teams.
• ITIL certification, CCNA/CCNP or equivalent technical qualifications will be highly regarded.