Senior Client Services Manager

LAB3 is a leading Managed Services Provider focused on empowering organizations leveraging Microsoft tech and automation in the Cloud, Modern Workplace, Security, Network, and Data space. We are looking for a Senior Client Services Manager to be an integral part of our client management team that champions customer success, nurtures client relationships, ensures value realization, and drives continuous improvement. The Role

• As a deeply hands-on operator at the intersection of technical delivery and client relationships, you will be the technical liaison between engineering teams and clients, translating complex issues into clear communications and ensuring engineers have the context they need to deliver.
• Technically lead incident management end-to-end, from initial triage through to resolution and post-incident review, driving urgency and accountability across internal teams without formal authority over them.
• Oversee day-to-day service delivery with a meticulous eye for detail, monitoring SLA and KPI adherence, identifying risks early, and holding the line on quality.
• Own governance across your accounts, ensuring reporting, reviews, and documentation are consistently accurate, meaningful, and delivered on time, prepared and presented by you.
• Drive continuous improvement and value-add outcomes including cost optimisation, automation, and process improvement, identifying opportunities proactively and seeing them through to execution.
• Work autonomously across the organisation, using your relationships and credibility to influence outcomes, unblock issues, and align stakeholders without relying on escalation paths.
• Facilitate contract renewals and work alongside the sales team to identify and progress expansion opportunities from a position of genuine account knowledge.
• Ensure seamless communication and coordination during transitions, project handovers, and periods of change, keeping both client and internal teams aligned throughout.
• Produce and maintain high-quality documentation across your accounts including runbooks, process guides, service reviews, and incident records and where processes don't yet exist, take ownership of defining and formalising them to a standard the broader organisation can rely on.

The ideal candidate:

• Proven experience in client management, service delivery, or technical account management within a managed services or technology environment with a track record of doing the work, not just overseeing it.
• Strong technical literacy with the ability to quickly understand new concepts, platforms, and architectures, particularly across Microsoft Azure and Microsoft 365.
• Exceptionally detail-oriented, with the discipline to manage multiple accounts and workstreams simultaneously without things slipping through the cracks.
• A natural communicator who can adapt their style across engineers, executives, and clients and who defaults to over-communicating rather than under.
• Highly autonomous and self-directed, comfortable operating independently and resourceful enough to drive outcomes through influence, across LAB3
• Commercially aware, with a client-first mindset and genuine interest in the long-term success of the accounts you own.
• A passion for continuous improvement , an instinct for spotting areas of improvement and the initiative to do something about it.
• Strong documentation discipline with a methodical approach to process. You follow established frameworks rigorously, and when you find a gap, you don't wait to be asked to fill it.
• Must be an Australian Citizen and eligible to obtain and maintain an AGSVA security clearance.
• Must have an ITIL Foundation Certification with Microsoft Azure Fundamentals (AZ-900) & Microsoft 365 Fundamentals (MS-900) preferred

What’s in it for you?

• Be part of a team that leverages modern technologies to solve real problems and provides top levels of customer satisfaction
• Work with a Microsoft Partner of the Year award winner with multiple specialisations
• Be supported by experienced peers and leaders that value technical expertise and encourage innovation, with clear career pathways and ongoing learning
• Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
• Take advantage of largely working from home in our remote/hybrid workplace and enjoy the flexibility to balance your life
• Thrive in a community with strong values #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore

Apply now, call or connect on LinkedIn for further information.