[ Job details ]

Senior Account Manager

Contract Type:

Full Time

Location:

Sydney

Industry:

Administration

Contact Name:

Carolina

Contact Email:

Contact Phone:

Date Published:

29-Oct-2026

Senior role owning a major outsourced services contract and a large workforce. Suits supplier side leaders from contact centres or service delivery.
  • Full accountability for a major client contract
  • Suits supplier side leaders who have managed award based teams
  • Small team, clear escalation lines and genuine decision making authority
    •
    Senior Account Manager
    Permanent, full time | Sydney, NSW
    Office based, 1 day WFH after probation
    $160,000 to $165,000 base plus superannuation, plus annual bonus
     
    Job Brief
    Our client is a service provider looking for a senior leader to take full accountability for its largest client contract, delivered by a large operational workforce. This role suits someone from the supplier side of outsourced services who has led award based teams against KPIs, is confident managing a demanding client, and is comfortable making the call without needing close direction.
     
    About Our Client
    Our client is a well established services business that delivers outsourced services under long term contracts. The team is lean and close knit, decisions are made quickly, and people are trusted to do their jobs well. Management turnover is very low, and the business is in a strong financial position.
    Responsibilities
    • Own the contract end to end, including delivery, performance and the client relationship, with full accountability for its results
    • Act as the escalation point for contract and people matters, making risk based decisions within delegated authority and escalating only what could seriously affect the contract
    • Lead a small team covering contract management and people delivery, bringing both sides together so the contract runs as one
    • Oversee a large award based workforce, including workforce planning, recruitment, retention and training, through your team
    • Handle complex people matters such as performance, conduct, WHS claims and Fair Work matters, deciding when to resolve them directly and when to bring in further support
    • Make sure contractual KPIs are met, particularly staffing levels and turnover, and act early when risks appear
    • Build trusted, face to face relationships with the client's operational and contract teams, and represent the business at senior stakeholder meetings
    • Step in and bring people together when incidents or urgent client issues arise
    • Spot opportunities for the business's wider services and refer them to the commercial team
    Requirements
    • You have led large, award based teams in a 24/7 or shift based operation, such as a contact centre, operations centre or outsourced service contract, managing through team leaders or managers
    • You have run a service contract from the supplier side and been accountable for its KPIs, staffing levels and client relationship. Public sector clients are an advantage
    • You are used to being the final escalation point, making risk based calls on people and contract issues and only escalating what genuinely needs it
    • You have handled performance, conduct, WHS and Fair Work matters first hand. 
    • You have kept a demanding client relationship on track through a difficult period
    • You are comfortable learning how technology and systems work, well enough to explain them to a client
    What's on Offer
    • $160,000 to $165,000 base plus super, plus an annual bonus
    • Full accountability for the business's largest contract, with direct access to the leadership team
    • A lean, supportive business where decisions are made quickly and people tend to stay
    • One set work from home day per week after probation
    Apply via link or contact Carolina for a confidential discussion.

    Consultant Contact

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