Professional Services Manager (12 month contract)

Access4 Pty Ltd; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid working

Team events

EOFY and Christmas parties

Employee Assistance Program (EAP)

Job summary

Access4 Pty Ltd is seeking an experienced Professional Services Manager for a 12-month fixed-term contract to lead our Professional Services team and ensure partner implementations are delivered on time, within scope and on budget. You’ll blend hands-on delivery leadership with strong people management in a high-impact role based from our Cremorne office.

Reporting to the Head of Operations, you’ll own delivery from scoping to handover, manage budgets and risks, and shape implementation

Qualifications

• 5+ years ICT industry experience with telecom and cloud-based solutions.
• Proven people leadership with goal setting and coaching.
• Strong organisational skills with multi-project and SLA management.
• ITIL/PRINCE2/PMP certifications highly regarded.

Responsibilities

• Lead a team of customer, technical and service delivery specialists from scope to BAU handover.
• Oversee implementations from start to finish, on time and to scope and budget.
• Act as SME for provisioning and TAC issues; escalate to Engineering with documentation.
• Manage project scope, milestones, budgets and risks while aligning with commercial agreements.
• Shape implementation strategies to drive partner success and manage stakeholder expectations.
• Maintain partner, vendor and customer relationships during onboarding and rollout.
• Review and improve delivery processes and KPIs; drive continuous improvement.
• Collaborate on strategic initiatives across service delivery and partner experience.

Skills

Leadership

Project management

ITSM

Telecommunications

Stakeholder management

Communication

Education

Tertiary qualification in Business Management/Project Management/ IT/ Operations Management

Tools

ITIL Foundation

PRINCE2

PMP

Job description

Professional Services Manager (12 month contract)

We’re looking for an experienced Professional Services Manager to join us on a 12-month fixed-term contract, covering parental leave. You’ll lead our Professional Services team and make sure every partner implementation is delivered on time, on scope and on budget. If you’re a hands-on delivery leader who enjoys pairing technical know-how with strong people leadership, this is a chance to step into a high-impact role and keep a great team moving forward.

What You’ll Be Doing

Reporting to the Head of Operations, you’ll lead a team of a customer, technical and service delivery specialists, taking ownership of delivery from scope to Business As Usual handover and ongoing Managed Success Plans.

• Overseeing implementations from start to finish, making sure services are set up, configured, tested and activated to scope and on time, ready for handover to partners
• Acting as the subject matter expert in provisioning, troubleshooting issues with the Technical Assistance Centre (TAC) team, and escalating complex technical problems to Engineering with clear documentation
• Managing project scope, milestones, budgets and costs, identifying risks early and keeping delivery aligned with commercial agreements and partner expectations
• Contributing to commercial scoping, reviewing project proposals for feasibility and helping shape implementation strategies that drive partner success
• Being the main point of contact for partners, vendors and their customers during implementation, keeping them informed and running onboarding and training sessions
• Reviewing and improving implementation processes and quality standards, using feedback to reduce lead times and lift the partner experience
• Working with leadership on strategic initiatives across service delivery, partner experience and process improvement
• Leading and developing your team by setting KPIs (key performance indicators),
• Excellent stakeholder relationships, managing expectations and working to improve cross functional efforts to deliver superior results

What You’ll Bring

• 5+ years’ experience in the ICT (information and communications technology) industry, with a strong understanding of telecommunications and cloud-based solutions (Unified Communications as a Service, Contact Centre solutions, VoIP experience an advantage)
• Proven people leadership, with the ability to set clear goals, coach performance and balance empathy with accountability
• Strong organisational skills and attention to detail, with the ability to manage multiple projects, escalations and SLAs (service level agreements) with minimal supervision
• Excellent communication and relationship skills, with the ability to translate technical detail into partner-friendly language
• A customer-focused, solution-oriented approach to troubleshooting provisioning issues under pressure and tight deadlines
• Commercial awareness, with an understanding of how service delivery impacts partner success, retention and project budgets
• Hands-on experience with ITSM (IT service management) systems and industry-standard project management tools
• A tertiary qualification in Business Management, Project Management, IT or Operations Management, with certifications such as ITIL Foundation, PRINCE2 or PMP (Project Management Professional) highly regarded

About Access4

Access4 was founded in 2016 to bring unified communications to the MSP market. Today our platform, SASBOSS, is the industry benchmark for middleware. It helps service providers sell, provision and bill best-of-breed vendors from one place. Our values are Innovate, Empower and Partner. We're known in the channel for a customer-first, partner-success mindset, a high-performing culture and honest conversations.

Why You’ll Like It Here

• A 12-month leadership role where you’ll make a real impact from day one
• Real influence over delivery processes, team performance and the partner experience
• Direct exposure to partners, vendors, customers and leadership every day
• A capable, supportive team that genuinely cares about partner success
• Hybrid working out of our modern Cremorne office
• Team events, EOFY and Christmas parties, and more
• An Employee Assistance Program (EAP)