Senior Account Manager (Managed Resources)

About the role

As an Account Manager for Managed Resources, you act as the main link between customers, deployed resources and internal stakeholders, making sure resources are deployed effectively, employees are supported and service commitments are met throughout the engagement lifecycle. The role combines customer relationship management with hands-on people management and operational oversight.

Key responsibilities

• Serve as the primary contact for assigned customer accounts, building relationships with stakeholders and decision-makers and understanding their business objectives and resource needs.
• Run regular service reviews and account meetings to assess performance, satisfaction and risks, and identify opportunities to expand or optimise services.
• Coordinate the full lifecycle of managed resources, including onboarding, deployment, transitions and offboarding, with business continuity and knowledge transfer.
• Work with the Talent Acquisition team to provide role briefs, support candidate shortlisting and ensure timely deployment of resources.
• Give day-to-day guidance and people management to employees, including check-ins, performance discussions, feedback and coaching.
• Handle employee administration such as leave, timesheets, appraisals and training, and work with HR on performance, conduct or employee relations matters.
• Track service KPIs and resource performance metrics, and prepare regular reports on utilisation, SLA performance, risks and improvements.
• Identify service delivery risks early, develop mitigation plans, manage escalations and coordinate cross-functional teams.
• Monitor scope, commercials and contractual commitments, and support renewals, extensions and change requests.
• Partner with sales and other product teams to find expansion and cross-sell opportunities.

Required profile

• Minimum 8 years of experience in account management, managed services, resource management or a similar customer-facing role.
• Proven experience managing resources or teams supporting enterprise customers, with a track record of meeting SLAs and KPIs.
• Experience in people management, including performance management, onboarding, offboarding and day-to-day administration.
• Experience preparing and presenting management reports and account reviews to customers and internal stakeholders.
• Commercial and contract awareness, with the ability to monitor scope and support renewals and extensions.

Required skills

• Strong customer and stakeholder management, able to manage expectations and build long-term relationships.
• Excellent verbal and written communication across all levels of seniority.
• Highly organised and meticulous, able to manage multiple accounts and competing priorities independently.
• Proactive, structured and solution-oriented with a strong sense of ownership.

What we offer

• A total rewards approach with leave benefits and employee wellness programmes.
• Flexible work arrangements, subject to the job role.