Manager Service Accounts

TAFE NSW External; Sydney; On-site; AUD 185,000 - 226,000; Full time

Job summary

TAFE NSW seeks a Manager Service Accounts to lead distributed teams delivering the Digital Solutions Group service catalogue to agreed standards. Location is negotiable across NSW, with a 35-hour week and flexible options.

You will be the main liaison for senior stakeholders, negotiating service requirements, monitoring performance, and driving improvements to ensure services meet business needs and deliver exceptional value.

Qualifications

• Experience in relationship management and stakeholder engagement to deliver customer outcomes.
• Knowledge of IT service management and ITIL practices is valued.

Responsibilities

• Lead geographically dispersed teams delivering the Digital Solutions Group service catalogue to agreed levels of standards.
• Act as a single point of contact for senior stakeholders, translating needs into engagement strategies and service outcomes.
• Negotiate service requirements, monitor and improve service performance, proactively resolve issues, ensure service levels are met.

Skills

Stakeholder engagement

Relationship management

Customer service

ITIL knowledge

Job description

TAFE NSW - Life Changing Careers

Manager Service Accounts

Permanent Full time

Location negotiable across NSW (subject to availability)

$205,807 salary package - includes base salary $181,324, plus employer’s contribution to superannuation and annual leave loading

At TAFE NSW, we are dedicated to life-changing impact.

That’s why we offer world‑class training and education that delivers the skills needed for the jobs of today and tomorrow.

Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone’s world. Whether that’s inspiring students, supporting each other, or helping our communities and industries flourish.

We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work, and inspire our performance.

We invest in our people

At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.

We provide you with tools, ongoing training and professional development, health and wellbeing programs, and a 35-hour working week with a variety of flexible working options.

About the role

The Manager Service Accounts is responsible for leading geographically dispersed teams in effectively delivering the Digital Solutions Group service catalogue to agreed levels of standards and in establishing stakeholder relationships to facilitate communication, engagement, business understanding and effective issues resolutions.

As a key liaison between the business and the Digital Solutions Group, you will facilitate the effective delivery of digital and technology services by acting as a single point of contact for senior stakeholders. This role focuses on building and maintaining strong strategic and operational relationships, understanding business priorities, and translating stakeholder needs into effective engagement strategies and service outcomes.

In this role, you will negotiate service requirements, monitor and improve service performance, proactively resolve service delivery issues, and ensure services meet agreed service levels. By tracking key performance metrics, managing compliance obligations, and providing clear communication on initiatives and outcomes, you will help ensure Digital Solutions Group solutions align with business needs and deliver exceptional customer value.

About You

You are a relationship-focused professional with strong stakeholder engagement skills and a passion for delivering excellent customer outcomes. You excel at building and maintaining effective partnerships with diverse stakeholders, particularly within education or learning environments, and can confidently promote IT services while acting as a trusted liaison between customers and technical teams.

You are skilled at managing customer needs, including requests that fall outside standard service offerings, by applying established processes and guiding stakeholders to appropriate solutions. With a continuous improvement mindset, you proactively identify opportunities to enhance internal processes and service delivery.

Highly Regarded:

• Experience and/or knowledge in best practice IT frameworks, like ITIL and IT Service Management

To find out more about the role, click to view the Role Description.

Our commitment to Diversity, Equality, and Inclusion

We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks. If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.

Applications close 11.55pm Monday 9th November 2026

Additional Information:

Role-specific enquiries: contact Tony Kariotakis, Director Service Operations via email [e-mail]

General recruitment and adjustment enquiries: contact Talent Acquisition Advisor Shweta Yadav via email [e-mail] or phone [phone]

This is a child‑related position. Successful candidates must hold a valid NSW Working with Children Check (WWCC) prior to commencing. TAFE NSW will also conduct an Australian National Criminal Record Check on the preferred applicant as part of the pre‑employment process.

To be eligible for a position at TAFE NSW, you must be an Australian citizen, a permanent resident of Australia, or a New Zealand citizen with a current New Zealand passport.

A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.

Considering a move to Regional NSW? The Welcome Experience is a free service offering personalised support to help you settle in, connecting you with local communities, essential services, and lifestyle opportunities.