Job Description
Our why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the role (your why)
Our Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the customer to meet their business requirements. You will have the opportunity to use your excellent technical knowledge and passion for working with people; along with your business nouse and understanding of the best options for our clients moving forwards. You can be proactive, innovative and look at ways to improve people’s lives through technology.
The role of the Technical Account Manager (TAM) is to provide technical oversight of the customer’s managed services IT environment and guide both our technical teams and the customer to deliver successful outcomes for that environment. The TAM is accountable for Datacom’s technical understanding of the environment, driving proactive technical improvements, acting as a bridge between Datacom and customer technical staff, and ensuring technical requirements for contract obligations are met.
This role is critical to customers with complex infrastructure environments where proactive risk management, technology lifecycle ownership, and clear executive communication are essential.
What you’ll do
As Technical Account Manager you will be focused on:
- Leading proactive environment health checks, identifying systemic risk across infrastructure, platforms, and services, and translating findings into clear remediation plans.
- Owning technology lifecycle and currency conversations, including End-of-Life, N-1 standards, capacity planning, vendor support alignment, and upgrade sequencing.
- Acting as the single point of accountability for proactive improvement work — driving changes before issues escalate into incidents.
- Assisting with post-incident reviews (PIRs) and ensuring preventative actions are prioritised, tracked, and embedded into BAU.
- Influencing and coordinating across multiple delivery teams without direct authority, ensuring gaps between teams are actively managed.
- Communicating technical risk, progress, and outcomes clearly to senior stakeholders through concise written updates and executive-level presentations.
- Partnering closely with Service Delivery Managers and Architects to balance operational stability with continuous improvement and roadmap delivery.
- Developing and maintaining strong technical relationships with Datacom & customer technical teams, and play an active role in escalated tickets, CAB, major incidents, and project handover to operations.
- Ensuring technical requirements for Datacom service levels and contract obligations are met, such as monitoring, capacity management, disaster recovery and any calendar of events or milestones.
- The technical services supplied by Datacom are seamless to the customer.
- Being a trusted advisor to the customer for the environment and understands the interdependencies of interfacing services with other service providers or technical teams.
What you’ll bring
- Maintaining an up-to-date view of customer environment health and risk posture.
- Proactively calling out emerging issues, gaps, and improvement opportunities.
- Ensuring technology risks are understood, prioritised, and actioned — not just documented.
- Supporting major incidents and ensuring learnings lead to measurable change.
- Building trusted advisor relationships with customer technology and service leaders.
- Is technically credible but outcome-focused, not tool-obsessed.
- Is comfortable having difficult conversations early to avoid harder ones later.
- Thinks in terms of risk reduction, prevention, and maturity — not ticket counts.
- Enjoys working in the space between BAU delivery and strategic improvement.
- Is calm, pragmatic, and structured under pressure.
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It’s our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
