Technical Account Manager

Intelliworx Managed IT; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Intelliworx Managed IT is seeking a Technical Account Manager to own the technical depth for a large multi-site client. You will coordinate BAU workloads, triage tickets, and manage escalations while ensuring compliance and smooth transitions from project work.

The role is based in Sydney with travel to client sites, requiring strong stakeholder communication and ITIL-aligned service management. This is a non-hands-on technical ownership position with a focus on governance and delivery.

Qualifications

• 5+ years within an MSP or enterprise IT environment with client-facing accountability.
• Demonstrated ownership of large multi-site enterprise accounts.
• Deep knowledge of Azure/Entra ID, Windows Server, and enterprise networking.

Responsibilities

• Act as the technical owner and primary day-to-day technical contact for the account.
• Oversee and coordinate the BAU workload of the dedicated account team; monitor tickets and SLA adherence.
• Own technical issues and escalations end-to-end; engage resources and communicate with the client.

Skills

MSP experience

Senior engineering

Client-facing

Azure/Entra ID

Windows Server

ITIL practices

RMM/PSA tooling

Security platforms

Communication skills

Travel willing

Tools

Datto RMM

Autotask

Job description

Intelliworx Managed IT is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and a remote team in Manila. We provide small, mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organisation, building our solutions around Microsoft's extensive cloud offering, including M365 and Azure.

We are currently expanding our team to accommodate exceptional business growth.

About the Job

As a Technical Account Manager, you will be the dedicated technical owner of one of our largest enterprise clients - a multi-site community services organisation - ensuring all outcomes are met and services are delivered to expectation across every client site. Partnering with our Head of Operations - APAC, who retains account governance and reporting, you will own the technical depth of the account: overseeing the BAU workload of the dedicated account team, staying across tickets and the impact of projects, ensuring patching and compliance obligations are met, and driving technical escalations through to resolution. This is an ownership and oversight role rather than a hands‑on delivery role: our engineers complete the technical works, while you make sure that work is triaged, prioritised, compliant, and delivered to the client's expectations. The role is based in Sydney with travel to client sites as required.

Key Technologies:

• Windows Server
• Patching & vulnerability management
• Security platforms: Huntress, ThreatLocker
• ITIL-aligned service management (incident, problem, change, escalation)

Responsibilities:

• Act as the technical owner and primary day‑to‑day technical contact for the account, leading the technical content of service reviews and operational meetings.
• Oversee and coordinate the BAU workload of the dedicated account team, monitoring ticket queues, triage, and prioritisation to ensure SLA adherence and quality of resolution.
• Own technical issues and escalations end-to-end, engaging the right resources and keeping the client informed through to resolution.
• Stay across all projects delivered into the client environment, assessing their impact on BAU operations, flagging risks early, and ensuring a clean transition into BAU.
• Ensure patching policies and schedules are compliant across the environment, reporting on compliance and driving remediation where gaps exist.
• Lead or coordinate root‑cause analysis for recurring or major incidents and oversee change activity affecting the account.
• Track SLA/KPI performance and provide the Head of Operations - AU with regular updates on account health, service performance, risks, and escalations.

The following skills are essential:

• 5+ years' experience within an MSP or enterprise IT environment, including senior hands‑on engineering experience (field or systems) with client‑facing accountability
• Demonstrated experience taking technical ownership of a large, multi‑site enterprise account or environment
• Deep working knowledge of , Azure / Entra ID, Windows Server, and enterprise networking, with the ability to direct technical work, assess impact, and hold engineering teams to account
• Solid understanding of patching and vulnerability management practices, including compliance monitoring and reporting
• Working knowledge of ITIL‑aligned service management practices, including incident, problem, change, and escalation management
• Experience coordinating distributed teams across multiple regions and working with shared or global resources
• Familiarity with RMM / PSA tooling (Datto RMM, Autotask) and security platforms (Huntress, ThreatLocker)
• Excellent stakeholder communication skills, comfortable engaging client management and internal executives alike
• Current driver's licence, willingness to travel to client sites as required, and full working rights in Australia

The following skills are desirable:

• Microsoft certifications such as MS-102, AZ-104, or AZ-800 - Intelliworx covers study materials and exam costs
• ITIL Foundation certification or higher
• Prior experience as a Technical Account Manager, Service Delivery Manager, or senior escalation engineer within an MSP environment
• Experience supporting not‑for‑profit, healthcare, community services, or other multi‑site enterprise environments
• Exposure to project governance frameworks (e.g. PRINCE2, PMBOK) or formal change management practices

We are looking for people with the following qualities:

• Takes ownership and follows through - accountable for outcomes, not just tasks
• Calm and organised under pressure, able to balance competing priorities across a busy account
• A confident communicator who builds trust with clients and internal teams alike
• Proactive and improvement‑minded, always looking for process gaps and automation opportunities
• Professional presentation suited to a corporate, client‑facing setting

Why Intelliworx?

We live our values every day:

• Hardworking - We roll up our sleeves and get things done
• Rapport - We understand everyone has a job to do and it matters
• Approachable - We're here for a chat or to lend a hand
• Insightful - We know our stuff and love sharing our knowledge
• Fun - Fun that embraces everyone's story and journey

PLEASE NOTE: Only short‑listed candidates will be contacted. Please do not apply if you do not have full working rights in Australia.