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Technical Account Manager

Hansen Technologies - Doncaster, VIC

Source: uWorkin


The Role

An opportunity exists for a dynamic Technical Account Manager in our Global Head Office in Doncaster. Reporting to the GM IT Solutions, the role is to manage clients, assist with technical and operational tasks and be a subject matter expert on the Hansen Data Centre and IT Solutions services. This is not your everyday role. It is one that requires you to possess technical capability to manage the technical/ service delivery relationship with the customer and internally across the Hansen Services teams.

How You Will Contribute

We are looking for a dynamic and enthusiastic person to join our team in managing a portfolio of key clients and being their primary point of contact with regular meetings, being a phone call away and handling any specific solutions both pre & post sales.

In addition to this, you would handle any issues that customers are struggling to push through the service desk and be that go to person that could be relied upon.

You will work closely with the client, our support team and project team with the objective in understanding the clients' needs, knowing their business, designing solutions and outcomes that deliver to the client and essentially delivering outcomes to the client and revenue to our business.

Additional Responsibilities

  • Provide technical service delivery management, including the implementation of a solution in accordance with contracted terms.
  • Determine staffing delivery resources and ensure that resources are in place to meet delivery obligations.
  • Develop, review and update Operation procedures associated with the delivery of computer services to customers.
  • Monitoring and escalation procedures relative to the appropriate SLA
  • Creation of and/or contribution to Incident Reports
  • Organise and lead customer engagements for technical discovery, operational dialogue and incident/post-incident reviews
  • Establish a responsive business relationship with customer including problem reporting, escalation and resolution processes
  • Assist customers’ technical requests and take care of any technical issues
  • Build strong customer relationships, especially with key customer stakeholders and sponsors
  • Always strive to provide exceptional customer experience
  • Manage customer expectation and lead them to customer satisfaction
  • Make sure all deliverables arrive in good order, on time, and fulfil customers’ requirements
  • Keep track of key account metrics
  • Communicate the progress to both internal and external stakeholders
  • Take initiatives in identifying growth opportunities
  • Collaborate with our team to achieve sustainable growth

What You Bring
  • Minimum of 10 years' experience working on Networks, Desktops, Servers, Cloud Infrastructure (Helpdesk background will also be considered beneficial).
  • Working Knowledge of IT methodologies (desirable)
  • Skills in Ticketing System Management and Reporting
  • Practical working knowledge of some or all of the following applications/tools is highly desirable: ITSM, ManageEngine, ServiceNow, JIRA, SolarWinds, BigBrother, AppDynamics
  • Knowledge of Data Centre Operations
  • Knowledge of Quality Assurance standards, in particular ISO9001 and ISO27001
  • Team player - works well in a team environment
  • A focus on continuous improvement - looks for opportunities to contribute to and develop new processes and procedures
  • Communicates effectively both written and orally with the ability to present to internal and external stakeholders