Technical Service Manager

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

This is a highly visible, customer-facing post-sales role that sits at the intersection of technology, service delivery, and customer success. You'll take ownership of the technical relationship with your customers, helping them maximise the value of their investment with Macquarie while ensuring their environments remain reliable, secure, and aligned to their business goals.

Acting as the primary technical point of contact, you'll work closely with Sales, Engineering, Service Delivery, and Operations to guide customers through their technology journey. You'll lead technical service reviews, manage critical escalations, oversee the successful onboarding and transition of new customers, provide strategic technical guidance, and identify opportunities to improve customer outcomes.

Success in this role comes from building trusted relationships, influencing stakeholders, navigating complex technical challenges, and bringing internal teams together to deliver an exceptional customer experience.

If you enjoy partnering with customers, leading technical conversations, driving service improvements, and being the person customers trust when it matters most, we'd love to hear from 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.