Senior Account Manager / Technology & Public Sector

In order to be considered the following is required:

• 8–12 years’ experience in enterprise or government account management
• Proven experience managing large, complex client engagements
• Experience operating within regulated or government environments is highly advantageous
• Strong understanding of enterprise IT services and digital operations environments
• Experience working with governance frameworks and multi-stakeholder organisations
• Strong stakeholder satisfaction within public sector leadership and operational teams
• Consistent adherence to contractual obligations and SLA commitments
• Effective governance reporting and issue resolution
• Clear demonstration of operational value delivered
• Stable and trusted long-term client relationship

Responsibilities

Client Relationship & Strategic Engagement

• Serve as the primary representative to public sector across national, provincial and operational leadership levels
• Maintain strong relationships with public sector stakeholders including program owners, operational managers, governance teams and executive sponsors
• Represent the business in governance forums including Steering Committees, PMO sessions, operational reviews and compliance discussions
• Ensure public sector priorities and operational realities are effectively communicated within the business

Governance, Compliance & Contract Management

• Ensure adherence to contractual obligations, SLAs and program commitments
• Maintain compliance with public sector security, governance and regulatory requirements
• Oversee governance reporting including service performance, operational metrics, risks and remediation plans
• Manage change requests and contractual adjustments where required

Service Delivery Oversight

• Monitor end-to-end service delivery within the public sector monitoring and operations environment
• Work closely with x technical and delivery teams to ensure SLA adherence and operational stability
• Participate in operational forums to track incidents, escalations and improvement initiatives
• Support continuous improvement initiatives aligned to public sector operational goals

Financial & Contractual Performance

• Monitor account profitability and revenue performance
• Ensure billing and financial processes align with contractual obligations and procurement frameworks
• Track contract milestones, performance metrics, and service credits where applicable

Value Realization & Partnership Growth

• Translate operational monitoring outcomes into measurable operational value for public sector
• Identify opportunities for service optimization, automation and operational maturity improvements
• Support long-term partnership growth through measurable performance and strategic engagement

Typical Operating Environment

The role operates within a complex national public-sector technology environment supporting the Public Sector IS / ICT Monitoring Service and National IS / ICT Operations Centre

The environment includes:

• Enterprise monitoring and observability platforms
• National network and infrastructure monitoring environments
• Data centre and remote operational site visibility
• IT Service Management and operational governance frameworks
• Public sector regulatory compliance environments

The role requires the ability to operate effectively within structured government governance frameworks and high-accountability operational environments

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