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About the Role

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 Technical Client Services Manager based in Sydney to be an integral part of our client management team that champions customer success, nurtures client relationships, ensures value realization, and drives continuous improvement.

Responsibilities

Act as the technical liaison between engineering teams and clients, translating complex issues into clear communications.
Technically lead incident management end-to-end, driving urgency and accountability across internal teams.
Oversee day-to-day service delivery, monitoring SLA and KPI adherence, identifying risks, and ensuring quality.
Own governance across accounts, ensuring reporting, reviews, and documentation are accurate and delivered on time.
Drive continuous improvement and value-add outcomes including cost optimisation, automation, and process improvement.
Work autonomously to influence outcomes, unblock issues, and align stakeholders.
Facilitate contract renewals and identify expansion opportunities with the sales team.
Ensure seamless communication and coordination during transitions, project handovers, and periods of change.
Produce and maintain high-quality documentation including runbooks, process guides, service reviews, and incident records.
Define and formalise processes where they do not yet exist.

Requirements

Proven experience in client management, service delivery, or technical account management within a managed services or technology environment.
Deep understanding of technology, particularly in cloud infrastructure, apps, Microsoft Azure and M365.
Ability to quickly understand new concepts, platforms, and architectures.
Exceptionally detail-oriented with the discipline to manage multiple accounts and workstreams simultaneously.
Natural communicator adaptable across engineers, executives, and clients.
Highly autonomous and self-directed, comfortable operating independently.
Resourceful enough to drive outcomes through influence.
Commercially aware with a client-first mindset.
Genuine interest in the long-term success of accounts.
Passion for continuous improvement and initiative to act on improvement areas.
Strong documentation discipline with a methodical approach to process.
Australian Citizen eligible to obtain and maintain an AGSVA security clearance.

Skills

Cloud infrastructure
Microsoft Azure
M365
Client management
Service delivery
Technical account management
Incident management
SLA and KPI monitoring
Governance
Reporting
Documentation
Process improvement
Automation
Cost optimisation
Communication
Influence
Sales support
Contract renewals
Project handover coordination
Runbook creation
Process guide creation
Service review preparation
Incident record keeping

Location

Sydney

Work Type

Hybrid
Full-time

Experience Level

Proven experience

Education Level

ITIL Foundation Certification
Microsoft Azure Fundamentals (AZ-900) preferred
Microsoft 365 Fundamentals (MS-900) preferred

Benefits

Supportive workplace
Inclusion
Flexibility
Diversity
Hybrid workplace flexibility
Work-life balance
Community with strong values

About the Company

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.
Microsoft Partner of the Year award winner with multiple specialisations.
Experienced peers and leaders that value technical expertise and encourage innovation.
Clear career pathways and ongoing learning.
Strong values: #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore

Equal Opportunity

Promotes inclusion, diversity, and celebrates differences.