Technical Service Manager

Macquarie Technology Group; Washington; On-site; USD 120,000 - 160,000; Full time

Job summary

Macquarie Telecom is seeking an experienced Technical Service Manager to become the trusted technical advisor for enterprise customers. This highly visible post-sales role combines technical consulting, service delivery and project leadership, owning the customer relationship to keep environments reliable and secure.

You'll work with Sales, Engineering, Service Delivery and Operations to oversee implementations, service reviews and escalations, providing strategic guidance and driving value for

Qualifications

• Experience delivering post-sales technical service management in telecoms, managed services or enterprise IT.
• Strong understanding of enterprise networking, voice, data, cloud and managed infrastructure.
• Experience leading technical implementations, customer handovers and service transitions.
• Proven ability to manage customer escalations through to successful resolution.
• Experience conducting technical reviews and suggesting continuous improvements.

Responsibilities

• Be the trusted technical advisor for a portfolio of enterprise customers.
• Own the technical relationship, ensuring environments remain reliable, secure and optimized.
• Oversee technical implementations, lead service reviews and manage escalations.
• Provide strategic guidance to help customers maximise value from their investment.
• Collaborate with Sales, Engineering, Service Delivery and Operations.

Skills

Enterprise networking

Cloud & managed infrastructure

Service delivery

Stakeholder management

Communication

Incident management

Technical coaching

Education

ITIL certification

CCNA/CCNP or equivalent

Job description

About Us

There’s something special about working for a company like Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! Because of this, you have the opportunity to make a difference.

The Opportunity

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.

About 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.

Required Skills

• 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.

Apply Now if this role aligns to you!